Customer Service Technician

hace 6 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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