Customer Service Analyst
hace 2 meses
Acerca del Rol:
Mantiene contacto directo con diferentes clientes antes y/o después de la venta, a través de teléfono, correo electrónico, chat o mediante otras plataformas de redes sociales. Apoya al equipo de ventas desarrollando y manteniendo relaciones positivas con los clientes (CRM), lo cual puede afectar significativamente los ingresos por servicios y/o productos.
Brinda soporte a los supervisores en casos/tickets del día a día.
Trabaja con varios departamentos para cumplir con las metas de ventas de servicios de mantenimiento.
Colabora con clientes y/o distribuidores para recibir información precisa sobre fallos en el equipo y proporciona informes a la dirección.
El enfoque del trabajo puede estar en pre-venta, post-venta o en ambos.
Pre-venta: Responde a las consultas de los clientes para determinar la literatura del producto y los precios apropiados; influye en los cronogramas de producción y envío; recomienda cambios de precios basados en la relación empresa/cliente; reconoce nuevas oportunidades de negocio.
Post-venta: Responde a las consultas de los clientes (RMA, estado, entrega, etc.).
Resuelve problemas de programación de producción, envío o facturación; determina la validez de los reclamos de garantía y programa recursos de reparación; cambia cronogramas de producción y envío; y reconoce oportunidades de negocio adicionales.
Lo que Harás:
Revisa tickets abiertos para asegurar que la progresión a través del ciclo de vida siga los pasos apropiados.
Registro de facturas.
Análisis de procesos.
Clasificación de SKU de acuerdo a las regulaciones mexicanas.
Asistir ocasionalmente a auditorías.
Lidera iniciativas de mejora de procesos.
Realiza revisiones de calidad para la adherencia a procesos en miembros del equipo/programas asignados.
Proporciona certificación de la capacitación dada a nuevos empleados durante el "chequeo de conocimientos".
Capacita a nuevos miembros del equipo en programas clave.
Puede asistir con otras tareas según se asignen.
Lo que Buscamos:
Conocimientos, Habilidades y Experiencia:
De 1 a 2 años de experiencia laboral relevante.Excelente actitud.Dominio del paquete de Microsoft Office.Disponibilidad para seguir aprendiendo.Disponibilidad para trabajar en la oficina.Inglés básico.Educación:
Egresado de carrera administrativa.Otros:
Capacidad para utilizar la experiencia, documentación de procesos y un pensamiento lógico para determinar el curso de acción.Capaz de trabajar constructivamente bajo estrés y presión cuando se enfrenta a cargas de trabajo altas y plazos ajustados.Conocimiento profundo de los estándares de servicio al cliente (nivel intermedio).Capacidad para realizar múltiples tareas en un entorno dinámico.Puede ser necesario realizar horas extra según las necesidades del negocio.Trabajo remoto/desde casa si es apropiado.Disponibilidad para estar de guardia según sea necesario.Key Skills
What’s In It For You?
Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.Don’t meet every single requirement? Apply anyway.
At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for
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