Customer Satisfaction Manager

hace 3 semanas


Madrid, Madrid, España Cátenon Worldwide Executive Search A tiempo completo
Multinacional líder en soluciones de seguridad de puertas y personas.

FUNCTIONSNuestro 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 trabajando en satisfacción de cliente. (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.
  • Production, Operations and R&D
  • INDUSTRY AND CAPITAL GOODS


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