Resolution Center Partner
hace 6 meses
**About Kueski**
Kueski is frequently recognized for its strong, diverse and inclusive company culture. In 2022, Kueski was named one of the most ethical companies in Mexico by AMITAI, and one of the best companies for both young professionals and female talent in Mexico by EFY. The company has also been named to CB Insights’ Fintech 250 list.
Propósito
Cómo Client Partner del Resolution Center, tu principal enfoque será la recepción de llamadas e interacciones outbound por medios escritos, cubriendo las expectativas de las mismas, a través de las herramientas que ayuden a solucionar las dudas u obstáculos que manifiesten nuestros aliados.
Para Kueski la lealtad y recurrencia de nuestros aliados es lo más importante, por lo que el servicio se distingue por sus pilares: Empatía, Inclusión, Seguridad y Tranquilidad.
**Responsabilidades clave**:
- Atender a nuestros aliados y clientes a través de nuestro centro de contacto telefónico y medios escritos (correos, WhatsApp, Messenger, etc.), manteniendo altos níveles en los estandares de calidad, satisfacción y servicio para garantizar la lealtad y preferencia de los mismos.
- Ser responsable de un teléfono celular en el que deberás atender los requerimientos de nuestros comercios vía WhatsApp.
- Asesorar y solventar dudas de aliados y comercios que quieran afiliarse, dando el seguimiento oportuno con las distintas áreas involucradas y realizando las interacciones de salida necesarias para solucionar sus requerimientos.
- Realizar llamadas y correos electrónicos para dar la bienvenida a nuevos comercios, así como capacitarlos y mantenerlos informados.
- Registrar correctamente la información del resultado de la interacción como son: notas, resultado de la llamada en las herramientas como: CRM, dashboards, etc., durante la llamada o interacción activa.
- Cumplir con todas las actividades que la operación asigne, en aras de aumentar la satisfacción de nuestros comercios y clientes.
- Conocer y revisar tu desempeño, diario, semanal y mensual buscando lograr el performance y calidad arriba del 90%.
- Participar activamente en propuestas de mejora a través de la escucha de la voz del cliente.
**Requerimientos del puesto**:
- Experiência en servicio a comercios en ambientes de contact center.
- 1 - 3 años de experiência en servicio al cliente B2B de productos financieros (telefónica o presencial, Bancos o Financieras) en centros de contacto o afín.
- Licenciatura trunca (+50%) o concluida.
- Experiência en plataformas de contact center relacionadas con atención de llamadas entrantes y salientes (marcador predictivo, preview, progresiva y manual).
- Flexibilidad para trabajar y rolar horarios que cubran la ventana de servicio de lunes a domingo, así como días feriados.
- Capacidad y gusto por trabajar de forma independiente y eficiente.
- Acostumbrado/a a trabajar bajo esquemas de productividad basados en scorecard con medidores en base a resultados como: llamadas o interacciones por hora, casos resueltos, correos contestados, encuesta de satisfacción, ventas, tiempo de respuesta, calidad, etc.
**Te encantará trabajar en Kueski**:
- Nuestra cultura de trabajo se enfoca en la importancia y valor que otorgamos a nuestros clientes trabajando en equipo, inmersos en un ambiente de humildad e integridad
- Buscamos que nuestros colaboradores diseñen su plan de carrera profesional y personal, la retroalimentación y el reconocimiento están integrados en nuestros procesos, sistemas y buenas prácticas
- Garantizamos un salario competitivo y bienestar con seguro de gastos médicos mayores, programas para la salud mental y emocional, además de tiempo de trabajo flexible
- Nuestro compromiso con la diversidad, la equidad y la inclusión garantizan que trabajes en equipos que te desafíen, apoyen e inspiren en un entorno colaborativo, de alto rendimiento y flexible
Kueski: Donde la excelencia de talento mejora la vida de los mexicanos
LifeAtKueski
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