Coordinador de Servicio al Cliente
- Lima
- Customer Service
- Permanent
- Hub
- Full Time
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Descripción del trabajo
Coordinador de Servicio al Cliente
Descripción general del área: El área de Servicio al Cliente atiende las solicitudes de los clientes y ciudadanos tales como reclamos, consultas, capacitación, creación de usuarios, otros. Los requerimientos son de tipo técnico o funcional y son solicitados a través de nuestros distintos canales de atención (correo electrónico, teléfono, redes sociales). El equipo está conformado por el coordinador de Servicio al cliente y analistas de Servicio al cliente.
Propósito del cargo: Garantizar altos niveles de calidad de atención, alineados a lo definido por la compañía en los indicadores de NPS y nuestros ANS de servicio.
Entregables:
1. Definir KPI ´s para la atención de las solicitudes de clientes y ciudadanos.
2. métricas de los SLA’s del equipo.
3. Implementación de mejoras para la gestión de solicitudes del cliente.
Responsabilidades del cargo:
1. Elaborar reportes con los indicadores de gestión de requerimientos atendidos en el mes.
2. Asegurar que los requerimientos y reclamos de los clientes sean atendidos oportunamente, negociando y definiendo alternativas de solución.
3. Velar por el cumplimiento de políticas de seguridad y auditoria para los procesos en el área SAC.
4. Supervisar al equipo a su cargo para el cumplimento de los objetivos asignados 5. Identificar e implementar mejoras en los canales de atención al cliente.
Experian es una empresa global de datos y tecnología que impulsa oportunidades para personas y negocios en todo el mundo. Ayudamos a redefinir prácticas de préstamos, descubrir y prevenir el fraude, simplificar la atención médica, crear soluciones de marketing y obtener perspectivas más profundas del mercado automotriz, todo utilizando nuestra combinación única de datos, análisis y software. También asistimos a millones de personas a alcanzar sus metas financieras y ayudarles a ahorrar tiempo y dinero.
Operamos en una variedad de mercados, desde servicios financieros hasta atención médica, automotriz, agroindustria, seguros y muchos otros segmentos industriales.
Invertimos en personas y nuevas tecnologías avanzadas para desbloquear el poder de los datos. Como empresa del índice FTSE 100, cotizada en la Bolsa de Valores de Londres (EXPN), contamos con un equipo de 22,500 personas en 32 países. Nuestra sede corporativa está en Dublín, Irlanda. Obtenga más información en experianplc.com.
Qué estamos buscando?
- Educación: Graduado de carreras de Administración o afines.
- Experiencia: 03 años en puestos de Servicio al Cliente en empresas de Servicios intangibles.
- Conocimientos técnicos requeridos: Office intermedio-avanzado, Power BI deseable
- Idiomas: inglés intermedio
- Competencias: Iniciativa, trabajo en equipo, Adaptabilidad, Orientación al cliente, Empatía
Nuestra singularidad es que celebramos eso que nos hace diferentes. La cultura y el personal de Experian son elementos diferenciadores clave. Nos tomamos muy en serio nuestra agenda de personas y nos centramos en lo que realmente importa: DEI, conciliación de la vida laboral y personal, desarrollo, autenticidad, compromiso, colaboración, bienestar, recompensa y reconocimiento, voluntariado... y la lista continúa. El sólido enfoque de Experian, en el que las personas son lo primero, ha sido premiado: Great Place To Work™ en 24 países, FORTUNE Best Companies to work y Glassdoor Best Places to Work (globalmente 4,4 estrellas), por nombrar algunos. Eche un vistazo a Experian Life en las redes sociales o a nuestro sitio de empleo para entender por qué.
Experian se enorgullece de ser una empresa que ofrece igualdad de oportunidades y acción positiva. La innovación es una parte fundamental del ADN y las prácticas de Experian, y la diversidad de nuestra fuerza laboral impulsa nuestro éxito. Todo el mundo puede tener éxito en Experian y aportar todo de sí independientemente de su género, etnia, religión, color, sexualidad, capacidad física o edad. Si tiene alguna discapacidad o necesidad especial que requiera adaptaciones, por favor háganoslo saber lo antes posible.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Explora la reconocida cultura de Experian, donde “las personas son lo primero”
Ser parte de Experian es emocionante. Cada día trae nuevos desafíos, oportunidades y formas de hacer lo que mejor sabemos: aprovechar nuestras tecnologías innovadoras y datos para trabajar de maneras nuevas y sorprendentes. Todo reunido en un solo pensamiento: Descubre lo inesperado.
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