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Global Customer Excellence Sr Manager

hace 4 meses

Madrid, España Cabify A tiempo completo

**Global Customer Excellence Sr. Manager**

**Job description.**

¿Quieres cambiar el mundo? Eso es lo que hacemos en Cabify. Nuestro objetivo es hacer de las ciudades mejores lugares para vivir, mejorando la movilidad de las personas que viven en ellas, conectando a pasajeros y conductores con tan sólo pulsar un botón. Es posible que algún día las ciudades sean lugares donde nadie necesite un coche privado, pero aún nos queda un largo camino por recorrer¿nos acompañas?

**Sobre el puesto**

Como responsable global del área de Customer Excellence tendrás como objetivo principal el diseño del servicio de atención al cliente. Uno de los principales diferenciadores de la empresa.

El servicio de atención a cliente tiene el siguiente alcance: Dudas, quejas y consultas de cada una de las audiencias (Driver, Rider, C4b y Flotas), como resultado de consumir, usar o participar en alguno de nuestros procesos de cliente en cada uno de los momentos del customer journey (onboarding, use,loyalty & retention), tanto interacciones en offline como online, tanto recepción de contactos (inbound) como contactos salientes (outbound).

**¿Cómo nos ayudarás a cumplir con nuestra misión?**
- Definición de modelos de atención y actualización de los mismos en función de las expectativas de los clientes.
- Definición de las operativas macro de trabajo de los agentes para cada punto de contacto y actualización de los mismos en función de las expectativas del cliente.
- Además serás responsable funcional de las áreas locales de C-ops support y por lo tanto, responsable de:

- Guiarles en su labor para que la calidad entregada del servicio de atención al cliente sea diferencial en cada país para cada uno de los puntos de contacto del customer journey.
- Definir los procedimientos de trabajo de las áreas locales.
- Ordenar y las funciones de
- Ser "voz del cliente" en los distintos foros de la empresa donde participes. Escalado de los mismos para asegurar la mejora continua del servicio
- Interlocución con las áreas de tecnología de la empresa para el trabajo multidisciplinar en torno al soporte a clientes.
- Identificación de los cuellos de botella y puntos de mejora globales y locales así como ayudarles en el desarrollo de eficiencias.
- Liderar el equipo y coordinación con otras áreas.

**Lo que estamos buscando**:

- 8 años de experiência en el sector de la atención a clientes.
- Conocimiento del sector Contact Center y procesos de atención de clientes.
- Experiência previa en PMO
- Experiência en implantación y liderazgo de proyectos de mejora operativa con gran cantidad de stakeholders.
- Certificación en gestión de proyectos y metodologías de mejora continua y diseño de servicios: PMP, Lean Six Sigma, design thinking, customer journey mapping, persona & archetype desing, etc.
- Soft skills orientadas a ejercer influencias laterales: conseguir que los equipos se comprometan a la consecución de los objetivos del proyecto sin tener una línea de reporte directa.

**¿Qué te ofrecemos?**

Somos una empresa llena de gente feliz y motivaday no queremos que eso cambie Aquí te mostramos algunas razones por las que te encantará formar parte de la familia Cabify.
- Contrato indefinido con salario competitivo.
- Recharge day: el tercer viernes de mes **free** para disfrutar de lo que quieras.
- Horario flexible y **modelo híbrido de trabajo (3+2)**

**Eventos divertidos con todo el equipo.**
- Crédito mensual en nuestra App de Cabify.
- Presupuesto anual para formación y programas de desarrollo personal.
- Retribución flexible en tickets restaurant, transporte, seguro médico y guarderías.
- Una sala de mascotas en la oficina para que no tengas que dejar a tu peludo amigo en casa.
- Todo el equipamiento que necesites (tú solo tienes que poner tu talento).
- Y lo último, pero no menos importante... café y fruta gratis