Analista de Customer Experience
hace 2 meses
**ANALISTA DE CUSTOMER EXPERIENCE & BUSINESS SUPPORT**
**Hermosillo, Son.**
**Requisitos**:
- Licenciatura en Ing. Mecánica, industrial o ambiental concluida o afín.
- Experiência laboral, Uno a dos años a cargo de auditorías internas. Dos años en algún puesto administrativo o en taller dentro de talleres o centros de servicio.
- Disponibilidad para viajar
- Inglés nível A2.
- Microsoft Office intermedio.
- Conocimiento en herramienta y equipo mecánico.
- Conocer algún ERP.
- Análisis de KPI´s.
- Servicio a clientes.
- Conocimiento de auditoría y planes de mejora.
**Responsabilidades**:
Será responsable de analizar y mejorar la experiência del cliente y brindar apoyo en diversas áreas comerciales para garantizar la satisfacción del cliente y el éxito del negocio. Sus responsabilidades pueden variar según la empresa y el sector, pero algunas de las tareas comunes incluyen:
- Análisis de la experiência del cliente: Recopilar y analizar datos relacionados con la experiência del cliente, como encuestas de satisfacción, comentarios de clientes, métricas de Net Promoter Score (NPS) y Customer Effort Score (CES). Utilizar estos datos para identificar áreas de mejora en el proceso de atención al cliente y proponer soluciones para optimizar la experiência del cliente.
- Desarrollo y seguimiento de KPIs: Definir y monitorear indicadores clave de rendimiento (KPIs) relacionados con la experiência del cliente, como tiempos de respuesta, tasas de resolución de problemas, índices de retención de clientes y tasas de satisfacción del cliente. Utilizar estos KPIs para evaluar el rendimiento actual y proponer mejoras.
- Implementación de mejoras en procesos: Colaborar con equipos internos, como el servicio al cliente, ventas, marketing y desarrollo de productos, para identificar oportunidades de mejora en los procesos relacionados con la experiência del cliente. Implementar y supervisar cambios en los procesos para garantizar una experiência del cliente más fluida y satisfactoria.
- Apoyo en la gestión de proyectos: Colaborar en la planificación y ejecución de proyectos relacionados con la mejora de la experiência del cliente y el soporte comercial. Esto puede incluir proyectos para implementar nuevos sistemas de atención al cliente, lanzar nuevos productos o servicios, o mejorar la eficiencia operativa en áreas comerciales específicas.
- Soporte en la resolución de problemas: Brindar apoyo a los equipos de servicio al cliente y ventas en la resolución de problemas complejos o situaciones delicadas con los clientes. Esto puede implicar la investigación de problemas específicos, la coordinación con otros departamentos internos y la búsqueda de soluciones que satisfagan las necesidades del cliente y protejan la reputación de la empresa.
Fecha límite para postularse: 22/02/2024
Tipo de puesto: Tiempo completo, Por tiempo indeterminado
Salario: A partir de $25,000.00 al mes
Horario:
- Diurno
- Rotativo
Prestaciones:
- Opción a contrato indefinido
- Seguro de gastos médicos
- Seguro de gastos médicos mayores
- Seguro de vida
- Uniformes gratuitos
- Vales de despensa
Tipos de compensaciones:
- Bono mensual
Educación:
- Licenciatura terminada (Obligatorio)
Idioma:
- ingles A2 (Obligatorio)
Disponibilidad para viajar:
- 75 % (Obligatorio)
Lugar de trabajo: Empleo presencial
Fecha límite para postularse: 22/02/2024
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