Customer Experience Ecommerce

hace 4 semanas


Barcelona, España Haier Europe A tiempo completo

Oportunidad en Haier Smart Home España. La Compañía se encuentra en un ambicioso proceso de crecimiento comercial y liderazgo y necesita una persona apasionada, proactiva, autónoma que le motive unirse a un equipo emprendedor, joven y dinámico.


Una persona que demuestre los valores de Haier basados en el emprendimiento, innovación, distancia cero con el consumidor y pensamiento de ecosistema y IoT.


Buscamos un Customer Experience Ecommerce para responsabilizarse de garantizar una experiencia excepcional para los clientes de Haier en el ecommerce en España. Desde la gestión de consultas y seguimiento de pedidos hasta la resolución de problemas y la coordinación de servicios adicionales, su enfoque estará en proporcionar un servicio al cliente de alta calidad y mantener altos estándares de satisfacción del cliente en todas las interacciones.


Responsabilidades:


NPS:

- Generar informes periódicos sobre el NPS y tomar medidas para mejorar la satisfacción del cliente.

- Realizar un seguimiento proactivo de los comentarios de los clientes y gestionar su integración en las plataformas pertinentes.


Call Centre:

- Brindar soluciones eficaces a las consultas y problemas de los clientes a través del centro de llamadas.

- Gestionar descuentos, garantías, devoluciones y preguntas frecuentes de manera oportuna y efectiva.


Servicios:

- Coordinar servicios adicionales y logística para los clientes, asegurando un seguimiento adecuado y satisfactorio.

- Implementar medidas para mejorar el NPS en relación con los servicios prestados.


Logística:

- Gestionar retrasos en entregas, incidencias durante el transporte y cambios en las rutas o productos.

- Resolver problemas relacionados con productos dañados o defectuosos durante el envío.


Facturación:

- Gestionar cambios y reemisiones de facturas de manera precisa y oportuna.

- Garantizar una comunicación clara y eficaz con los clientes en relación con cuestiones relacionadas con la facturación.


Requisitos:


- Experiencia previa en atención al cliente y ecommerce, preferiblemente en el sector de electrónica de consumo o productos similares.

- Conocimientos sólidos de SAP, Salesforce, Magento y Microsoft Office.

- Excelentes habilidades de comunicación verbal y escrita en español.

- Capacidad para trabajar en un entorno dinámico y gestionar múltiples tareas simultáneamente.

- Orientación al cliente y capacidad para resolver problemas de manera eficiente.


Si estás interesado, envíanos tu curriculum a través del enlace.



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