Customer Engagement Analyst

hace 4 meses

Miguel Hidalgo, México RED AMIGO DAL S.A.P.I. of C.V. S.O.F.O.M. E.N.R 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 70.000 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**

Responsable de eficientar procesos relacionados al cliente de Payments, ejecutando estrategias de mejora. El objetivo será asegurar la satisfacción y experiência de las cuentas especiales de Konfio, así como campañas outbound, que permitan mejorar la experiência de nuestros clientes.

**¿Qué buscamos?**
- Lic. Economico/Administrativas, concluido.
- Conocimientos de Customer Service, Customer retention, Contact Centers.
- Experiência en manejo de cuentas especiales.
- 2 a 3 años de experiência.
- Manejo de G-suite Excel intermedio.
- Conocimientos técnicos básicos de e-commerce.
- Orientado al servicio al cliente.
- Dominio de bases de datos.
- Experiência telefónica.

**Responsabilidades**
- Administrar procesos escalados entre áreas con el fin de reducir fricciones con nuestros clientes.
- Monitorear la aplicación de Call Models y Scripts para campañas de salida.
- Dar seguimiento a resultados de campañas de salida.
- Seguimiento de KPI’s de servicio, garantizando el cumplimiento de los SLA´S acordados contractualmente.
- Juntas de seguimiento del servicio semanales, quincenales o mensuales.
- Visibilidad del estado del servicio.
- Alertamiento en tiempo y forma de cualquier cambio de situación que ponga el riesgo la facturación o la correcta operación de nuestro clientes.
- Ejecuta estrategias de marcación que permitan alcanzar los objetivos de contacto y conversión planteados por el equipo de negocio.
- Atender quejas de clientes escalados (nível 2 en matriz de escalamiento).
- Escalamiento, seguimiento y solución a casos.

**¿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 experiências.
- 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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