Customer Service Technician

hace 7 meses


Getafe, España Dhl A tiempo completo

En dependencia directa del Business Support Manager y dando soporte a la función global de Customer Service sus principales funciones serán:- Cumplimentar, mantener y mejorar el reporting en todas las áreas de Customer Service, así como su difusión a los responsables locales y regionales de CS y del área de Marketing y ventas- Realizar propuestas que permitan mejorar los distintos índices de gestion: Níveles de servicio, coste de gestión, productividades, consecución de objetivos, etc- Analizar, definir e implantar de forma continua cambios en los distintos procesos y herramientas de CS con objetivo de mejorar en la calidad de servicio e incrementar las productividades- Dar soporte en la formación de equipos así como en la elaboración y actualización de procedimientos, manuales y todo aquel material necesario en el área de Customer Service.- Realizar auditorías internas. Proponer acciones de mejora.- Establecer y medir SLA's consensuados con otras áreas de la organización.- Colaborar en la implantación de nuevos proyectos dentro del área de Customer Service.- Crear y actualizar contenidos en la intranet de Customer Service.- Monitorizar y analizar las causas de insatisfacción de nuestros clientes (RCA)- Dar y ofrecer soporte a los responsables de Customer Service.Para este puesto pensamos en una persona polivalente y organizada, con habilidades analíticas y capacidad para gestionar multiples tareas simultaneamente.- **I**mprescindible** usuario avanzado de Office 365 (Excel, PowerPoint, Power Platform, Sharepoint). Valorable conocimientos de Power BI- **Imprescindible** nível alto de ingles- Experiência en atención al cliente- Actitud proactiva y enfocada a la mejora continua- Excelentes dotes de comunicación y de relación para trabajar con otros departamentos



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