Customer Experience Specialist

hace 2 semanas

Miguel Hidalgo, Ciudad de México Konfío A tiempo completo

Únete a la revolución Fintech y construye el futuro de las finanzas en México

¿Quiénes somos?

Somos la empresa de tecnología financiera líder en México, impulsando a más de clientes a alcanzar sus sueños. Nuestra misión es empoderar a las pequeñas y medianas empresas del país con soluciones innovadoras (financiamiento, tarjeta de crédito y pagos) para superar sus desafíos y convertirlas en los motores del crecimiento económico. Aspiramos a ser el aliado ideal de los emprendedores, contribuyendo al desarrollo de la comunidad, el país y el planeta.

Tu reto:

Detectar y escalar malas experiencias, gestiones o procesos a lo largo del customer journey o ejecución de procesos. Así como asegurar una experiencia excelente para todos los clientes y usuarios utilizando la información recopilada a través de encuestas, la medición de KPI operativos y modelos de IA que monitorean las interacciones con nuestros clientes.

¿Qué buscamos?

  • Licenciatura en Ciencias de la Comunicación, Licenciatura en Diseño Gráfico
  • 2 - 3 años de experiencia en Customer Experience
  • Sector Financiero, Banca o Seguros (es un plus).
  • Herramientas: Google Ads, Meta Ads, Meta Business Suite, Adobe

Responsabilidades

  • Monitoreo de comentarios en redes sociales, levantemiento y escalamiento de tickets a las áreas correspondientes y seguimiento de los mismos.
  • Evaluación de Satisfacción de clientes internos y externos.
  • Planeación y desarrollo de estrategias de evaluación de satisfacción de usuarios internos y externos, para implementar o ajustar procesos.
  • Generación de encuestas de satisfacción para nuevos clientes de Konfío y antiguos en varias etapas de su customer journey.
  • Garantizar la medición precisa de indicadores de experiencia del cliente a través de herramientas y metodologías en coordinación con equipos de servicio.
  • Comunicar resultados y alinear prioridades con los stakeholders relevantes.
  • Brindar respuestas rápidas y oportunas por correo electrónico, teléfono o Chat a nuestros clientes.
  • Establecer y monitorear el desempeño de las métricas (KPIs) sobre la satisfacción del consumidor y retención.

¿Qué ofrecemos?

  • Un ambiente de trabajo dinámico y colaborativo donde podrás desarrollar tu potencial al máximo.
  • Oportunidades para aprender y crecer profesionalmente utilizando tecnologías de vanguardia.
  • Un equipo apasionado y talentoso con el que podrás compartir conocimientos y experiencias.
  • Paquete de compensación competitivo y beneficios atractivos.
  • La oportunidad de impactar positivamente en la vida de miles de personas y contribuir al desarrollo del país.

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