Customer Success Assistant

hace 5 días


Ciudad de México Boletia A tiempo completo

**Customer Success Assistant**

Buscamos integrar a nuestro equipo de Boletios a una persona analítica, con excelente ortografía y orientada al servicio de cliente interno y externo, para llevar a cabo las responsabilidades de Customer Success Assistant, dando lo mejor de sí para contribuir a ese valor agregado de Boletia, llevando a cabo un servicio personalizado de calidad en todos los procesos relacionados directamente con el organizador, satisfaciendo las necesidades y superando las expectativas de los servicios contribuyendo a la retención de la misma, así como la mejora constante del área y procesos, obteniendo un NPS positivo de acuerdo a las metas del negocio.

**Tú día a día**:

- Solucionar dudas e inquietudes sobre los diferentes procesos
- Atención y solución de incidencias a través de tickets, WA, chat o llamada para todas las unidades del negocio (Neerme y Boletia)
- Scouting de venues (Medición de espacios, evaluación de aforo, revisión de restricciones, fotografía y documentación).
- Creación de mapas (Asientos numerados)
- Seguimiento a solicitudes de servicios adicionales, como: Seating y Cotizaciones.
- Detectar mejoras en producto a nível plataforma para mejorar UX, procesos y comunicación.
- Operación de los formularios de servicios adicionales (mejoras continuas, creación e implementación)
- Reportes mensuales y anuales con objetivos de impacto en la estrategia de objetivos del área y de empresa, rebotados con el Coordinador del área.
- Realizar guardias de fin de semana para dar soporte ante cualquier incidencia.
- Escalar cualquier requerimiento, incidencia o proceso que involucre una toma de decisión para satisfacer las necesidad del asistente de acuerdo a los siguiente níveles:

- Nível 4: Coordinador del área
- Nível 3: Director del área

**¿Qué ofrecemos?**
- Ser parte de una cultura de crecimiento y mejora continua
- Sueldo competitivo
- Trabajo retomo
- Prestaciones de ley
- Seguro de gastos médicos mayores, de vida y funerarios
- Apoyo para pago de internet
- Aprendizaje constante
- Beneficios empresariales
- Clases de inglés, total pass y plataforma de bienestar emocional

**Experiência**
- Escolaridad: Preparatoria o Licenciatura
- Experiência: Mínimo 1.5 años en atención al cliente B2B ( también se considera experiência en soporte)
- Indispensable: Disponibilidad para rolar turnos (excluyente)
- Entendimiento del funcionamiento de CRM Zendesk o HubSpot (necesario)

**Habilidades**
- Excelente redacción
- Atención al cliente
- Excel básico-intermedio
- Sentido de urgencia y criterio al ejecutar
- Empatía
- Trabajo en equipo
- Comunicación efectiva
- Escucha activa


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