Customer Care Professional

hace 2 semanas

Barcelona, Barcelona, España Olympus A tiempo completo
Olympus Iberia S.A.U.

(OIB)
Tipo de empleo:

Función:

Lugar:

Barcelona

Número de puesto:

Contacto:

Sitio web:

With around 225 employees, Olympus Iberia is one of the largest subsidiaries in Europe.

Tus responsabilidades

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-conformidadesGESTIÓN 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.

Tus cualificaciones

Requisitos mínimos para la posición:
Formación mínima: Preferible Ciclo Formativo de Grado Superior Inglés nível Intermediate (B1) Experiência necesaria de 3 años en un puesto similar Dominio SAP CRM

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