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Customer Care Professional
hace 3 meses
With around 225 employees, Olympus Iberia is one of the largest subsidiaries in Europe.
Your responsibilities- La persona seleccionada desempeñará las siguientes funciones: SOPORTE A CLIENTE, ATENCIÓN TELEFÓNICA, GESTIÓN INTEGRAL DE CASOS Y RESOLUCIÓN DE INCIDENCIAS
- Gestionar las llamadas de clientes así como las posibles reclamaciones/quejas de los mismos y la resolución de incidencias derivadas de las diferentes interacciones de cliente con Olympus de forma individual o involucrando a los equipos/personas necesarias para su resolución.
- Realizar el seguimiento de casos y toda la información relacionada con los mismos derivada de solicitudes de cliente, así como mantener el feedback y update de los mismos.
- Gestionar las recogidas con el portal de DHL de equipos de cliente para su reparación y apertura de reparaciones en sistema.
- Proponer soluciones a los problemas detectados. Identificar y registrar los problemas de calidad, recomendando soluciones a los mismos.
- Verificar la realización del control de calidad establecido.
- Documentar el control del tratamiento de los productos, servicios y acciones en no-conformidades GESTIÓN DE PRÉSTAMOS
- Gestionar las solicitudes de los clientes relativas a los préstamos de equipos mientras se reparan.
- Reclamar el equipo proporcionado al cliente, así como hacer un seguimiento durante todo el proceso. GESTIÓN DE QUEJAS/COMMERCIAL COMPLAINT
- Gestionar las quejas de cliente, dando respuesta y feedback de los estados de esta.
- Involucrar internamente a todos los afectados, así como responsables para la resolución de esta.
- Procurar satisfacción de cliente y proponer soluciones alternativas si no es satisfactorio.
- Escalado de quejas urgentes y/o graves. GESTIÓN DE LA ACTIVIDAD DIARIA Y REPORTE
- Control y report de la actividad diaria a través de los KPI's para controlar la carga de trabajo de cada área asignada.
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