Senior Customer Experience Specialist-1574
Protective Industrial Products
Gestionar y optimizar la experiencia del cliente mediante el seguimiento de solicitudes, resolución de problemas, análisis de indicadores de desempeño y colaboración con equipos internos, asegurando altos niveles de satisfacción, retención y calidad en el servicio.
Responsabilidades principales
Atender y dar seguimiento a solicitudes, consultas y problemas de clientes, asegurando una resolución oportuna y efectiva.
Gestionar casos complejos y escalaciones, coordinando con las áreas involucradas para brindar soluciones.
Analizar indicadores clave de desempeño (KPIs), como satisfacción del cliente, tiempos de respuesta, resolución de casos y calidad del servicio.
Identificar tendencias, áreas de oportunidad y causas raíz de problemas recurrentes para implementar mejoras en los procesos.
Colaborar con equipos multifuncionales para optimizar los procesos de atención y fortalecer la experiencia del cliente.
Elaborar reportes y presentar resultados relacionados con la experiencia del cliente y el desempeño operativo.
Desarrollar y documentar procedimientos, mejores prácticas y estrategias para mejorar la eficiencia y calidad del servicio.
Brindar orientación y apoyo a otros integrantes del equipo, compartiendo conocimientos y promoviendo estándares de servicio.
Participar en iniciativas de mejora continua y proyectos enfocados en la satisfacción y retención de clientes.
Licenciatura en Administración, Negocios, Mercadotecnia, Comunicación o carrera afín.
Experiencia previa en atención al cliente, Customer Experience, Customer Success o gestión de cuentas.
Experiencia en manejo de casos complejos, resolución de problemas y seguimiento de escalaciones.
Habilidades analíticas para interpretar indicadores y elaborar reportes.
Manejo de Excel y sistemas CRM o plataformas de gestión de clientes.
Excelentes habilidades de comunicación, organización y resolución de conflictos.
Capacidad para trabajar con equipos multifuncionales y gestionar múltiples prioridades.
Inglés intermedio-avanzado, deseable según las necesidades de la operación.
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