Customer Care Coordinator
hace 2 semanas
Vueling, we love things to happen. We always try to go one step further and do it better. More than a job - it's a way of life.
That's why we work together as a team made up of talented and passionate people, collaborating, supporting and complementing each other.
We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.
Job Purpose
El principal objetivo del
Customer Care Coordinator es la monitorización online y off line de los KPIS principales del área como AL, SL, AHT para establecer planes de acción necesarios con el proveedor ante cualquier desviación de estos, así como atender y gestionar los buzones del área y peticiones internas.
Además, la persona será responsable del análisis operativo para realizar propuestas de mejora y eficiencia de procesos en los Call Center.
Main Accountabilities
- Monitorizar, online y off line, de los KPIS principales del proveedor: NDA, NDS, AHT.
- Gestionar la relación con el proveedor con visitas presenciales frecuentes, estableciendo los planes de acción necesarios ante desviaciones de los KPIS.
- Tratamiento de la información operativa: soporte en la gestión del cliente final, comunicación y asesoramiento a coordinadores.
- Aplicar mejoras para disminuir la duración de las llamadas.
- Aplicar mejoras operativas y análisis de la actividad para tomar decisiones de negocio.
- Gestionar buzones y reclamaciones del comité de dirección y de organismos oficiales.
- Resolver consultas del proveedor.
- Análisis de productividad y eficiencia de la operación y los procesos, así como medición de rentabilidad y optimización Call Centers.
- Identificar mejoras en procesos para proponer soluciones cuantificables.
- Planificación de actividad mensual, trimestral y anual.
Education
- Bachillerato/FPII
Experience
- Mínimo 3 años de experiência y conocimientos en Contact Center, experiência en posiciones de coordinación y/o supervisión.
- Experiência en herramientas de telefonía tales como MaVoz, Avaya, Cisco, AWS.
- Experiência en herramientas de gestión de contactos/CRM.
- Experiência en análisis de datos operativos y rentabilidad, así como en automatización de procesos.
- Valorable experiência en Salesforce.
- Valorable experiência en sector aéreo y herramientas relacionadas (Navitaire, AIMS, SKSP)
Competencies
- Priorización de tareas y manejo de múltiples proyectos simultáneamente.
- Altas capacidades analíticas.
- Capacidad para trabajar en un entorno de ritmo rápido y exigente.
- Capacidad para trabajar bajo presión.
Languages
- Ingles: C1
- Español: C1
- Se valorará positivamente que hable otros idiomas como italiano, francés o alemán.
Other
- Disponibilidad para realizar guardias.
- Disponibilidad para viajar y desplazarse entre diferentes call centers.
Location
Barcelona
Level
Individual Contributor 5
Our benefits
Every single person who works with us is unique. And we want your experience of working at Vueling to be just as unique. Our employee benefits include staff travel, discounts, flexible working model and much more Want to learn more? click here
We have won the award for the "
Best Low-Cost Airline in Europe 2021" at the Skytrax World Airline Awards, the world's largest annual airline passenger satisfaction survey.
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