Técnico/a de Customer Experience

hace 2 meses


Alcobendas, España Arval BNP Paribas Group A tiempo completo

En Arval España contamos con una flota activa de 210.000 vehículos. Somos más 900 colaboradores y seguimos creciendo.

Nuestra misión es ofrecer el mejor servicio integral de gestión de flotas a todo tipo de empresas, a nivel local o global para optimizar la movilidad, eficiencia y satisfacción de sus empleados. Además, nuestro equipo se conforma de personas emprendedoras, enfocadas a la innovación, comprometidas, orientadas a la calidad y con una clara orientación de servicio.


Actualmente estamos buscando a un/a Técnico/a de Customer Experience & Calidad cuya misión será incrementar la fidelización de los clientes, identificando los problemas /oportunidades mediante la escucha activa de la Voz del cliente y en colaboración con las áreas funcionales para definir e implementar los planes de acción.

Funciones:

• Gestionar las reclamaciones: Mejorar la gestión, la herramienta y el proceso. Analizar las causas raíces y trabajar con los equipos a la mejora continua. Desarrollar la automatización. Asegurar que se cumplan los estándares legales y del grupo. Asegurar la involucración de toda la empresa para mejorar la satisfacción cliente.

• Escuchar la voz del cliente: Preparar y lanzar encuestas. Desarrollar la automatización. Analizar las causas raíces a través de indicadores de satisfacción y de servicio, tanto interno como externo. Compartir y garantizar que se escuche la voz del cliente para que cada departamento pueda definir acciones de mejora. Controlar que las acciones implementadas permiten mejorar la satisfacción cliente.

• KPIs: Medir, controlar y comunicar los Kpis vinculados a la experiencia del cliente, asegurar que se ha establecido los KPIs permitiendo la mejora del servicio y que la voz de los clientes esté integrada en todas las decisiones, revisar periódicamente los indicadores y el progreso de los planes de acciones

• Cultura de servicio: contribuir y promover activamente al cambio cultural, facilitar una comprensión y una visión común, garantizar una comunicación regular, interesar e involucrar a los empleados, crear grupo de trabajo, participar a iniciativas departamentales de experiencia cliente


¿Qué ofrecemos?


· Relación internacional con colegas de otros países y entidades del Grupo BNP

· Horario de La J de 9.00 a 18.15 y V 8 a 15.00 Posibilidad de horario flexible en entrada y salida

· Teletrabajo híbrido al 50%

· Jornada intensiva de 8.00 a 15.00 julio y agosto

· 22 días de vacaciones y 2 de asuntos propios. Con posibilidad de comprar días extra de vacaciones y de adquirir más días por antigüedad

· Tarde de cumpleaños libre

· Seguro Médico y seguro de vida

· Tarjeta comida


¿Qué buscamos?


• Más de 2 años de experiencia en actividades transversales, proyectos de transformación, y experiencia del cliente

• Conocimiento en la construcción de customer journey, gestión de proyecto, Gestion de workshops, herramientas de medición de satisfacción cliente

• Sólidos conocimientos y experiencia práctica en métodos de transformación y mejora continua

• Competencia en Microsoft estándar, herramientas de gestión de proyecto, metodología Agile, Excel avanzado



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