Customer Experience Analyst

hace 6 meses


Ciudad de México Rappi A tiempo completo

Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos

¿Quieres saber por qué Rappi?
- ️ VEMOS OPORTUNIDADES donde otros ven problemas;
- ️ VEMOS CERCANIA donde otros ven distancia;
- ️ VEMOS ADRENALINA donde otros ven presión.

Únete a un equipo donde todos somos capaces de TODO, donde todos tenemos las mismas oportunidades, sin importar género, raza, orientación sexual, religión, nacionalidad, edad, discapacidad, formación o experiência.

¿Te ha gustado lo que has leído hasta ahora? Descubre cómo entregarás magia junto con nosotros a través de tu misión Rappi

Revisa cómo impactarás nuestro ecosistema:
Entender las necesidades de los clientes, comunicarlas asertivamente con las demás áreas de RappiCard y coordinar con éstas la ejecución de la propuesta de valor para dar una experiência diferencial end to end.

Esta posición es crucial en el equipo de Customer Success porque serás la voz del usuario en RappiCard, tendrás contacto y aprenderás de muchas otras áreas para que cada vez tengas un conocimiento más amplio de la industria fintech

Como parte de Rappi, serás responsable de:

- Analizar indicadores de CX como Contactabilidad, Customer Satisfaction, Automatización, NPS, Tiempos de Resolución, Cumplimiento de SLAs, etc.
- Crear procesos para solucionar problema e involucrando a los equipos de RappiCard México y Producto
- Crear contenido valioso que le servirá a miles de nuestros usuarios a mejorar su experiência y ser autosuficientes con nuestra app
- Proponer soluciones con alto impacto en problemas y funcionalidades self service.
- Participar de focus groups sobre User Experience y comunicarte directamente con los usuarios para obtener insights
- Encontrar oportunidades de mejora en la experiência del usuario, analizando procesos y flujos de las respectivas áreas
- Consolidar información y crear capacitaciones para los equipos que hacen el responding a nuestros usuarios
- Asegurar que estos equipos cuenten con la información necesaria para darle la mejor experiência en soporte a nuestros usuarios.
- Pensar siempre en el cliente como eje central de su trabajo, logrando la satisfacción de este.
- Demostrar proactividad, curiosidad y ganas de crear la mejor experiência

Bien y ahora, ¿Cuáles son los requisitos para que yo sea parte de este universo de neón?
- 2 años de experiência en Customer Experience, Data Analytics, Growth, Operaciones, o afines.
- Formación académica en ingeniería industrial, administración de empresas, o afines.

Software:

- Excel (Intermedio: funciones de búsqueda, analítica, tablas dinámicas, gráficos dinámicos)
- SQL (básico: SELECT, FROM, WHERE, SUM, COUNT, HAVING, AND, OR, Funciones de texto básicas, Funciones de fecha básicas, Funciones numéricas básicas)

Competencias:

- Comunicación efectiva
- Atención al detalle
- Capacidad de análisis
- Resolución de problemas
- Mejora continua

Tipo Empleador:
Regular

Empleador:
Tarjetas del Futuro

Para más información consulta nuestra pagina web

y revisa nuestras reseñas en Glassdoor

Te esperamos con mucha ansiedad y brillo en los ojos para entregar magia juntos
_#Rappi_



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