Customer Success Inbound Agent
hace 1 mes
Brindar asesoramiento a especialistas de la salud que tienen inquietudes sobre la plataforma y su aplicación, tanto a través de llamadas entrantes y salientes como mediante la gestión de casos y tickets. Nuestro objetivo es resolver las inquietudes de los especialistas en el primer contacto y promover activamente el uso de las herramientas digitales disponibles para ellos.
- Asesorar a especialistas de la salud (médicos, asistentes) sobre el uso de nuestra plataforma por medio de llamadas y video llamadas Inbound/Outbound así como tickets/casos
- Atención de calidad mundial, enfocada en satisfacer las necesidades de los especialistas de la salud
- Aclaración de dudas sobre la plataforma y su uso asegurando la resolución en una sola llamada
- Cumplimiento de los KPIs de servicio y productividad
- Seguimiento diario de incidencias reportadas con el equipo de soporte para su resolución
- Buscar en todo momento dar solución al primer contacto y considerando la experiencia de cliente como lo primordial manejando conversaciones difíciles por medio de negociación y alcance de acuerdos
Requisitos
- Experiencia al menos de 1 año con métricas de satisfacción del cliente y productividad: FCR, SLA, CSAT, AHT, ATS.
- Experiencia con el paquete de productividad de empresas de tecnología (paquete de Google, Slack, Salesforce)
- Experiencia en uso de CRM
- Experiencia con manejo de clientes difíciles (manejo de oposiciones)
- Experiencia deseable en centros de contacto inbound and outbound
Información adicional
Beneficios
- Salario base + comisiones
- Prestaciones de ley
- Beneficios adicionales: 22 días de vacaciones + 1 día de cumpleaños, Vales de despensa, Seguro de gastos médicos, Seguro de vida, Descuentos, Fondo de Ahorro
- Modalidad de trabajo híbrida
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