Customer Satisfaction Manager

hace 1 semana

Alcorcón, Madrid, España Catenon A tiempo completo
Multinacional líder en soluciones de seguridad de puertas y personas.
Customer Satisfaction ManagerProduction, Operations and R&DNorte de Madrid (Spain)

Ref:
NE2214 January 17, 2024 INDUSTRY AND CAPITAL GOODS
FUNCTIONS 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:

  • Al menos 4 años de experiencia en un puesto similar y liderando un equipo. (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. Abiertos a otras titulaciones siempre y cuando se tenga la experiencia requerida.
  • Manejo de Software de tickets.
Multinacional líder en soluciones de seguridad de puertas y personas.

Nuestro cliente, es líder en eficiencia energética en España, acompañando a sus clientes para la gestión óptima de sus instalaciones, priorizando la sostenibilidad y el ahorro económico.

Empresa multinacional dedicada a la venta, alquiler y servicio de equipos de alta tecnología para bombeo y tratamiento de aguas residuales domésticas, urbanas e industriales.

Tendrá la capacidad de...
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