Customer Experience Analyst
hace 2 semanas
About us:One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.What you'll do:The Customer Care Specialist is responsible for monitoring vendors, supporting the daily operational needs, following up on KPIs, SLAs, QA, creating reports, and analysis to ensure customer service solutions and improving results. This role also keeps the training and KB updated. Also provides support for the special care channels. This role guarantees the Viasat customer experience is exceptional meets our KPIs.The day-to-day:- Coordinate the operation by supporting company technical teams and External Suppliers / Vendors, knowledge transfer and training- Ensure customer requirements are met in regard to service, quality, and standards- In conjunction with supporting Company technical teams, Support the training and KBs of the team;- Monitoring the KPI’s and SLA’s, reporting analysis and evaluations- Adhere to Company Procurement Policy and Process, Company Code of Conduct and operate in an ethical and compliant manner ensuring integrity and transparency throughout the procurement process- Continuously assess Customer Service processes and provide strategy and direction to make improvements- Strong skills for outbound campaign, cross selling, up selling and collection- Contact customers regarding contract cancellations and special complaints to determine cause and possible corrective measures.- Maintain competent understanding of company’s products, their functions and alternatives- Provide daily hands-on customer service support internally with operationsWhat you'll need:- Ability to work in a highly pressurized but fulfilling environment- Good knowledge of legal aspects involved in business aspects, such as Anatel Regulations and SAC law;- Strong knowledge in sales focusing in upselling and crosselling campaigns- Knowledge os systems such as CTI/IVR implementation support- Customer care vendors Management- Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitudeWhat will help you on the job:- Experience in a Startup environment- Trouble ticket operational management- Telecom experience- Sales experienceEEO statement:
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Customer Experience Analyst
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Ciudad de México, Ciudad de México EF A tiempo completoDo you dream of an exciting Sales role where your work will have a real impact on young people's futures?EF Language Abroad is looking for a strategical, entrepreneurial, and sales driven Customer Experience Analyst taking the program to the next levelYou will play a vital role in delivering an exceptional customer journey and enhancing client satisfaction...
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