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Hace 4 sem
Customer service leader
$70,000 - $75,000 Mensual
Sobre el empleo
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
HíbridoBeneficios
Descripción
Objective of the position. -
Develop and manage User Care and Service strategies, policies and procedures that effectively promote the daily operation of the value of Service Excellence, identifying and resolving requirements and needs of Aleatica users, ensuring their satisfaction with respect to care and services. provided, through effective communication and coordination between the Customer Service team of the concession and the corporate, as well as the creation and compliance of corresponding KPIs.
Master in administrative careers or similar.
Experience: +5 years in Customer Service areas.
Language and level of proficiency: advanced English (fluency)
Functional Experience: +5 years in Customer Service areas with mastery in implementing customer experience (CX) methodologies.
· Experience in Customer Service and Attention
· Development of research and root cause analysis
· Information database administration
· Data analysis
· Conflict and crisis management
· Analytical skill
· Negotiation and influence
· Proactive cooperation
· Collaboration in multidisciplinary teams
· Strategic ability
· Insight
Cognitive flexi
Hours Monday to Thursday from 9:00 am to 6:00 pm, Friday 8:30 am to 3:00 pm
Hybrid system. - 2 days in Parque Toreo offices and 3 days in home office.
Payroll 100% reported to the IMSS
Life insurance, GMM, Savings fund, Food vouchers, teleworking vouchers, chair law, Paid leave before the 1st. year, superior legal benefits.
It is important to have diplomas focused on leadership and creation of KPIs.
Activities. -
o Attention to complaints and suggestions.
o Results of Satisfaction Surveys.
o Service Level (CAC_Contact Center).
Establish the annual budget through which it covers all the proposed actions in compliance with the area's objective, having to coordinate what is necessary with the ESG functional area, as well as with the corresponding instances in the business unit, keeping control of the actions and resources accrued. to this end.
o Complaints collection ratio
o Complaints contact ratio
o NPS (Net Promoter Score)
o CSAT (customer satisfaction – loyalty –)
o FCR (first contact solution)
o Customer Experience (CX) Indicators
o Staff training plan.
Progress and compliance with objectives established in the plan (CXDWG).
Monthly results report from both the business unit and the ESG Committee.
· Monthly report for Committee and Board of Directors.
· Monthly report of contacts and complaints (dashboard), among other indicators determined by the business unit and/or ESG functional area.
· Monthly plan of visits/tours to squares, control center and road section, as well as to the established Customer Service Center (CAC).
· Systematization and periodic efficiency of reports and processes within the quality management system.
Grills and monthly communication campaigns (safety, roadside service, sustainability, particular events, among others).
· Determine closure of complaints by users.
· Determine changes in procedures in the service and customer service area.
· Make decisions that promote and influence the continuous improvement of the work team in charge.
· Propose continuous improvement actions to achieve user satisfaction.
· Promote commercial and communication strategies based on data (CX Data Working Group), and must provide full follow-up to opportunities that allow achieving the objective of excellence in service.
Manage and/or coordinate social networks, websites, blog content, emails, applications, and, where appropriate, marketing, support and after-sales service actions that encompass the complete customer experience with the business.
· Manage pillar strategy and User Service programs through Cross-Cutting User Experience (CX) Committees.
· Establish monthly results reviews with Specialists and Leaders to detect needs and opportunities to establish action plans.
· Provide feedback and support to the Team in charge based on performance and results.
· Ensure adequate treatment of complaints, information, suggestions and positive comments.
· Monitor the complete user service process, ensuring its reception and understanding.
· Verify that the solutions provided are carried out in a timely manner, as well as the measurement of results.
Ensure in the process of analysis of causes of Non-Conformities (NC) and/or complaints, formulation of corrective actions and attention to findings from audits, inspections, etc., guaranteeing that own actions are defined, implemented and verified to avoid recurrence, giving follow-up to the closure of NC.
· Formulate strategic and operational plan for the area in charge.
· Transfer corporate objectives to the level of their area, as well as procedures to put them into practice with the aim of improving user service and experience.
· Analysis and generation of reports on the evolution of the service, indicators and user requirements to implement improvement actions.
· Carry out continuous monitoring of the user to detect needs and expectations of the service.
· Analyze root causes of incidents in the service to establish action plans in coordination with the various areas of the business unit.
· Prepare user satisfaction surveys and measure results regarding user perception to make improvements in processes or points that are required to improve the service provided, as well as integrate benchmarks to identify best practices.
· Analyze market evolution and user trends.
· Establish control mechanisms to ensure compliance with commitments established with the user.
Manage preventive and corrective actions with the different areas on complaints received and user requirements.
ID: 19052876