En Daltum Systems nos encontramos en la búsqueda para uno de nuestros clientes un Customer Experience Specialist.

Lugar de Trabajo: Tijuana - Paseo de los heroes 10289, piso 6, Zona Urbana rio Tijuana, 22010 Tijuana BC

Horario: lunes a Viernes 8:00 am - 1:00 pm (medio tiempo)

Prestaciones: P. de Ley, SGMM (al cumplir el tercer mes), Seguro de Vida (Al cumplir el 3er. Mes)

Responsibilities:

1. Customer Journey Analysis:

Map out the end-to-end customer journey to identify pain points and opportunities for improvement.

Analyze data from customer feedback, surveys, and complaints to understand customer needs and expectations.

Help to ensure Customer Satisfaction.

2. Customer Issue Resolution:

Assist in resolving complex or escalated customer complaints to ensure satisfaction.

Identify recurring customer issues and develop strategies to prevent them in the future.

Provides technical support to users.

Escalates unresolved issues to the designated area for user resolution.

3. Collaboration Across Departments:

Serve as a bridge between the customer and departments such as claims, billing, underwriting, and IT.

Responsible for keeping user contact information updated.

Support with basic Operational tasks. Example: Provide Loss Runs or Policy

Status to customers.

Skills Required:

- Strong analytical skills to interpret data and identify trends.

- Bilingual English and Spanish.

- Problem solving and strategic thinking abilities.

- Organized, diligent of time management.

- Ability to manage projects and work cross-functionally with different departments.

- Customer-centric mindset with a focus on empathy and proactive solutions.