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Analista Cx Customer Experience Bilingüe

hace 3 meses

Monterrey, Nuevo León, México Training Talent A tiempo completo

Vacante para la empresa Training Talent en Monterrey, Nuevo León:



¿Quiénes somos?

  • Somos una empresa 100% mexicana holding de diferentes marcas, productos, tecnología y conceptos para la industria del entretenimiento a nível internacional, nos distinguimos por ser innovadores, cuidar de quienes colaboramos y brindar un adecuado balance de vida profesional personal; con un crecimiento sostenido, te invitamos a integrarte como Analista o Especialista de Customer Success o Customer Experience con experiência deseable en tecnología, entretenimiento o productos de consumo.

Sobre la posición
Serás responsable de crear estrategias para mejorar la satisfacción de clientes en conjunto con todas las áreas de la empresa, así como de medir el grado de satisfacción al término de la venta e instalación de nuestros equipos y servicios, así tendrás la oportunidad:

  • Proponer nuevas estrategias, dinámicas, métricas y modelos para evaluar y mejorar la experiência de clientes.
  • Analizar y tomar decisiones sobre las áreas de oportunidad y mejora.
  • Integración con equipos multiculturales en proveedores, clientes y compañeros de trabajo.



¿Por qué nosotros?
Tenemos una propuesta de crecimiento real, centrada en las personas y con ambiente de trabajo con sentido de pertenencia, integración e identidad, además de mucha capacitación; te ofrecemos:

  • Ingreso de 30,000 a 35,000 pesos libres 100% nominal (paquete de prestaciones superiores).
  • Horario de lunes a viernes de 9:00 a.m. a 6:30 p.m.
  • Zona de trabajo: San Pedro Garza, Monterrey, NL.

¿Qué buscámos?

  • Lic. Administración de empresas, Económicas, Marketing, Ingenierías. Valorable MBA
  • Inglés conversacional
  • Experiência en levantamiento de información (experiência, incidentes, mejoras, satisfacción, resultados y opiniones) a través de encuestas, plataformas digitales, telemarketing, mailings, visitas o eventos.
  • Adecuada atención al cliente post venta, creación de touch Points para garantizar el uso adecuado y total de los equipos como: capacitación, contenido, propuestas de promoción, webinars, etc.
  • Planeación en el desarrollo de soluciones por medio de técnicas de customer experience, design thinking, Scrum, Blue Ocean y/o lean, que les permitan mejorar la experiência de sus clientes (engagement)
  • Conocimientos sólidos en CX, Customer journeys, persona buyer, mapeos de procesos, identificación de painpoints, realización de encuestas, benchmarking, comparativos, estudios con clientes, CRM, engagement, mapeo de oportunidades de mejora.
  • Elaboración de presentaciones ejecutivas y presentación de estas. Excelente capacidad de comunicación, tanto verbal como escrita. Liderar mesas de trabajo ágiles con un rol de coach agile para la implementación de las iniciativas definidas.
  • Capacidad analítica (generación de Business cases, estimaciones de retornos, diseño y medición de KPIS como: VOC, NPS, ROI, Churn, CSAT, etc.
  • Conocimiento de Excel, CRM, plataformas Kustomer, Zendesk, Intercom y Power Point avanzado.

Nível de educación deseada:

Superior - titulado

Nível de experiência deseada:

Nível Experto

Función departamental:

Marketing / RRPP / Comunicación

Industria:

Restaurantes

Habilidades:

- customer experience
- calidad
- cx
- customer success
- client success