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Operational Process Analyst

hace 2 meses

Tlaquepaque, Jalisco, México Hewlett Packard A tiempo completo

Job Summary

This role is responsible for acting as the primary point of contact for addressing customer concerns while managing records of all interactions to share insights with internal teams. The role collects and analyzes customer feedback, escalates complex issues, and assists the team in identifying opportunities for cross-selling or upselling.

Key Responsibilities

  • Assists in developing and implementing customer engagement strategies aligned with the organization's goals and objectives.
  • Responds to customer inquiries, feedback, and complaints in a timely and professional manner.
  • Utilizes CRM software to track customer interactions, update profiles, and manage leads or opportunities.
  • Identifies opportunities to cross-sell or upsell additional products or services to existing customers.
  • Gathers and analyzes customer feedback to identify areas for improvement and collaborates with internal teams to implement changes based on customer input.
  • Communicates order and delivery status to customers and channel partners in a clear and timely manner.
  • Escalates complex or unresolved issues to higher-level customer engagement managers or relevant internal teams for resolution.
  • Undergoes training and development to gain a better understanding of customer engagement processes and best practices.
  • Ensures that customer engagement practices comply with relevant regulations, including data privacy laws.

Requirements

  • Four-year degree in Business Administration, Economics, Sales, Marketing, or a related discipline.
  • Typically has 0-2 years of work experience in customer relationship management (CRM), customer service, customer experience management, account management, or a related field.
  • Preferred certifications include the Certified Sales Operations Professional (CSOP).

Skills and Abilities

  • Effective communication and interpersonal skills.
  • Results-oriented and able to work in a fast-paced environment.
  • Learning agility and ability to adapt to changing priorities.
  • Digital fluency and proficiency in CRM software.
  • Customer-centricity and ability to understand customer needs.