Customer Enjoyment Junior Analyst

hace 1 semana


Ciudad de México, Ciudad de México Bright A tiempo completo

About Bright:

Hey there We're Bright, a fintech solar energy startup on a mission to reverse climate change, starting in Mexico. We do so as a finance and technology layer powering the solar installer and entrepreneurial ecosystem - working hard to simplify the process through automation.

In just a few years, we've become Mexico's #1 residential solar financier. We've coordinated everything needed to get solar on homes - from financing to installation - so customers can go solar with no money down. We've raised funding from top investors like First Round Capital, Y Combinator, and Leonardo DiCaprio. They believe, like we do, that we can grow exponentially while having fun and being one of the best places to work in solar.

About the position:

Join us as a Customer Enjoyment Junior Analyst to bring clean solar energy to Mexico Work with our Customer Enjoyment team and play a critical role in achieving Bright's goals by aligning the team with company priorities. You'll be responsible for providing exceptional customer service to efficiently resolve client issues and ensure an amazing customer experience.

Tasks

Your tasks and responsibilities will be

  • Customer Happiness Goal:
  • Achieve a 100% satisfaction score in responding to customer support tickets.
  • Improving Customer Experience:
  • Listening empathetically to understand customer issues.
  • Communicating clearly to efficiently resolve concerns.
  • Providing support via phone, email, WhatsApp, and other channels.
  • Using CRM tools like Zendesk to manage and track cases.
  • Collaborating cross-functionally to implement solutions.
  • Proactively identifying opportunities to improve processes.
  • Consistently exceeding customer satisfaction targets.
  • Efficient Customer Support:
  • Strive to resolve 100% of customer support tickets within the agreed-upon timeframe. Success will be measured by how quickly we can solve various issues, considering the entire process from the initial request to resolution.

Your Key Results will be:

At Bright, we operate on the OKR system pioneered at Intel and used widely at Google and many tech companies. For this specific role, your Key Results (upon which your success will be measured) are:

  • OKR1: Ensure 100% customer satisfaction score (CSAT).
  • OKR2: Ensure 100% of standard procedures within SLAs.

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