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Customer Satisfaction Manager
hace 3 meses
Nuestro cliente, multinacional líder en soluciones de seguridad de puertas y personas, precisa incorporar a un Customer Satisfaction Manager para su sede de Madrid (norte).
Funciones:
• Buscar altos niveles de satisfacción del cliente a un costo óptimo y mantener relaciones con los clientes, comprendiendo sus requisitos y esperando estar en contacto continuo con los clientes en situaciones problemáticas.
• Diagnosticar errores o problemas técnicos y determinar la solución adecuada, brindando soporte técnico remoto (ocasionalmente presencial) a los clientes para lograr el SLA requerido.
• Construir relaciones con clientes clave, comprender sus necesidades específicas y aprovechar oportunidades comerciales (renovación de contratos, venta cruzada/adicional).
• Asegurar la ejecución oportuna y precisa en la resolución de quejas relacionadas con la garantía mediante el despliegue óptimo de Ingenieros de Servicio de Campo y/o utilizando y gestionando una red de terceros.
• Clasificar y gestionar tickets de solicitud de soporte en términos de naturaleza, prioridad y, solo cuando sea necesario, escalar al Nivel 2.
• Asegurarse de que el Nivel 2 proporcione la retroalimentación solicitada dentro del tiempo acordado y en detalle.
• Mejorar la excelencia funcional de la resolución de problemas del cliente, incluyendo llamadas al mercado para garantizar la eficiencia y rentabilidad del servicio.
• Asegurar que la voz del cliente se retroalimente en la cadena de valor para mejorar productos, sistemas y servicios.
• Realizar diagnósticos, mantenimiento y reparaciones en el equipo del cliente en el tiempo definido, siguiendo los estándares y procedimientos de la empresa.
• Producir informes oportunos y detallados de resolución de problemas del cliente utilizando las herramientas de informes de la empresa.
• Desarrollar conocimientos de productos y soluciones en el mercado asignado, con conciencia del diseño del sistema. Buscar conocimientos técnicos y de productos adicionales participando activamente en programas de capacitación o buscando información.
• Gestión del equipo.
Requisitos:
Experiencia previa trabajando en satisfacción de cliente imprescindible (satisfacción del cliente, servicio de mesa de ayuda, servicio de campo, herramientas de diagnóstico).
• Nivel de inglés medio/alto.
• Sera valorable titulación en electrónica o electromecánica ya sea FP o formación superior. Abiertos a otras titulaciones siempre y cuando se tenga la experiencia requerida.
• Manejo de Software de tickets.
