Customer Experience Analyst

hace 1 semana

Monterrey, México Mercado Mayco A tiempo completo

**ANALISTA DE CUSTOMER EXPERIENCE**

Estamos en búsqueda del Customer Experience Analyst, que tendrá como labor entregar una esmerada atención a los clientes de Dupplo que se contacten requiriendo asesoramiento acerca de funcionalidades de la plataforma, información, asistencia ante algún problema específico u otro motivo de consulta.

Cada vez que un cliente se comunica es una oportunidad para demostrar la excelencia en el servicio. el fortalecer la relación entre la empresa y el cliente ayudando a lograr la permanencia de los mismos.

**Actividades**:

- Entrevistas presenciales y virtuales con clientes.
- Realizar Encuestas online.
- Análisis de información recolectada para obtención de insights.
- Recolección y análisis de métricas de satisfacción de los distintos touchpoints (NPS, CSat, FCR).
- Diseño de procesos centrados en el cliente.
- Seguimiento a Customer Journey y Service Blueprint map.

**Requisitos**:

- Licenciatura en mercadotecnia, diseño industrial, o carreras afines.
- Habilidad en comunicación e investigación.
- Organización y autogestión.
- Manejo de excel / google sheets.

**Deseables**:

- Conocimientos en Design Thinking, human centered design.
- Conocimiento de CX / UX.
- Conocimientos de CRM.

**Habilidades**:

- Actitud servicial y autónoma en la resolución de problemas.
- Excelente redacción propia y facilidad para la expresión escrita y oral en diferentes formatos (E-mail, chat, redes sociales, etc.)
- Proactividad orientada al cliente y a la optimización continua de los procesos de atención.

Tipo de puesto: Tiempo completo

Salario: $1.00 al mes

Horario:

- Turno de 8 horas

Prestaciones:

- Vales de despensa

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