Customer Support Associate

hace 6 días

España Cabify A tiempo completo

¿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?En el equipo de Customer Operations estamos buscando la persona idónea para que se incorpore como Customer Support Associate.El departamento de Customer Support es el encargado de velar y asegurar que el soporte que estamos dando a todas nuestras audiencias es el adecuado, enfocando todos los esfuerzos hacia la mejora continua y la excelencia. Por otro lado, es el departamento que dentro del área de Operaciones ejecuta operativas internas o campañas ad hoc, dependiendo de las necesidades del negocio.Sobre el puesto:La misión del área de Customer Support es materializar la propuesta de valor de Cabify ofreciendo para todas nuestras audiencias un servicio seguro, fiable y superior. Para esto es necesario generar procesos de alto valor agregado de una forma eficiente y escalable.¿Cómo nos ayudarás a cumplir con nuestra misión?Cumplir con la conexión y correcto uso de las herramientas establecidas para cumplimiento de los KPI operativos.Cumplir con todos los protocolos, procesos, reportes y/o políticas establecidos para el desarrollo de las actividades del área.Asegurar la correcta, oportuna y adecuada respuesta de los canales de comunicación y atención internos y externos.Brindar la mejor experiencia al cliente y a cada uno de nuestros usuarios buscando siempre ser resolutivos y empáticos.Garantizar el debido cumplimiento de las leyes de protección de datos de los clientes.Cumplir con las políticas anti fraude impuestas por la compañía para la mejora continua del proceso.Atención dentro de los SLA establecidos por cada canal de atención (Inbound, Outbound, Backoffice).Dar lectura y cumplimiento a la información de novedades, turnos u otros publicadas en los diferentes canales definidos para ello.Cumplir con las formaciones programadas y realizar las evaluaciones dispuestas para evaluar su conocimiento y certificación en los temas.Trabajar siempre en pro de cumplir las metas de cada KPI asignado (operativos, de calidad, productividad, efectividad).Reportar oportunamente incidencias técnicas, u otras que afecten el desarrollo de las actividades y requieran la inmediata implementación de planes de contingencia.Atención de casos críticos, derivados de organismos de protección al consumidor, denuncias y otros, en las que es responsable de hacer las coordinaciones con el área legal y el seguimiento correspondiente.Mantener una comprensión competente y actualizada de los productos y servicios de la empresa.Lo que estamos buscando:Experiencia mínima de 2 años en atención al cliente, agente de call center, atención de reclamos y otros afines.Egresado o Estudiante universitario de los últimos ciclos (Administración, Negocios y otros).Excelente actitud de servicio.Conocimiento en uso de Zendesk, Talkdesk, Zopim y otros.Dominio intermedio de herramientas Office.Orientado a los resultados y autosuficiente.Disfruta de la flexibilidad de nuestro modelo híbrido: trabaja 2 días desde casa y 3 en la oficina, con la posibilidad de teletrabajar 6 semanas al año. Queremos que encuentres el equilibrio perfecto entre la comodidad del hogar y la dinámica del trabajo presencial.Desarrollo contínuoTienes a tu disposición programas y herramientas especiales para una formación personalizada que te permitirán desarrollarte y estar en aprendizaje contínuo.Beneficios que marcan la diferenciaDisfruta de crédito en la app para movilizarte a donde quieras y aprovecha los 10 viernes libres que tenemos al año para recargar energías.
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