Coordinador Customer Experience
hace 2 semanas
_**Objetivo de la vacante**:_
- Desarrollar, instalar y operar el sistema de encuestas.
- Revisión de deployments y planes de acción para el aseguramiento del cumplimiento de las metas de Customer Experience.
- Análisis de resultados de nível de atención y percepción del cliente mensual para elaboración de deployment y uso de herramientas TPM para el análisis de la causa raíz y erradicar pérdida.
- Asegurar generación de Insights para la estrategia de Customer Centricity.
- Alineación con la estrategia de HNK Global de Service Perception y NPS.
- **Actividades**:_
- Asegura la calidad de la información en el área de Servicio al cliente. (Scorecards, Bases de Datos, Disponibilidad de Agentes).
- Genera reportes y métricas del área de Servicio al cliente. (Scorecard CM, VOC).
- Creación, diseño e Implementación de encuestas para Servicio al Cliente.
- Concentra, distribuye y detecta áreas de oportunidad derivadas de encuestas de servicio al cliente.
- Promueve el desarrollo de competencias de su equipo de trabajo
- Asegura el buen clima laboral del equipo e implementa el Reglamento Interno de Trabajo.
- Asegura el cumplimiento de los indicadores (Nível de servicio en incidencias de la operación).
- Gestiona la solución de conflictos y planes de contingencia, además de las incidencias reportadas en la operación.
- Garantiza y asegura el Cumplimiento de los indicadores establecidos (Nível de Servicio, Índice de Evaluación, Cierre de Avisos en plaza).
- Asegura el cierre oportuno de los avisos en Solicitud de Servicio, por los responsables en plaza.
- Identifica áreas de oportunidad en los procesos operativos de Ext. 360 y propone mejoras implementando nuevos esquemas para la mejora continua con las herramientas de TPM.
- Valida que las quejas de calidad de producto, técnico, ventas y distribución sean atendidas en tiempo y forma.
- **Requisitos**:_
- Persona egresado/a o titulado/a.
- Inglés Intermedio/Avanzado.
- Excel Avanzado (indispensable).
- SAP (deseable).
- Experiência en investigación de mercado.
- Conocimiento básico en investigación y realización de estadísticas.
- 1 año o más de experiência en Servicio al Cliente, Contact Center y Estadística.
Tipo de puesto: Tiempo completo
Salario: Hasta $31,500.00 al mes
Horario:
- Turno de 10 horas
Prestaciones:
- Caja de ahorro
- Descuentos y precios preferenciales
- Seguro de gastos médicos
- Seguro de vida
- Vacaciones adicionales o permisos con goce de sueldo
- Vales de despensa
Tipos de compensaciones:
- Bono trimestral
Lugar de trabajo: Una ubicación
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