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Open nowPosted 5 days ago

Lead Customer Experience Specialist-1329

PIP Global Safety154 open roles

Where
San Luis Potosi, MX-SLP, MEX
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Your applicationOpen nowLead Customer Experience Specialist-1329PIP Global Safety · San Luis Potosi, MX-SLP, MEX

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on PIP Global Safety's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. PIP Global Safety postings stay open a median of 2 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 5 days ago

PIP Global Safety median: 2 days open

The posting

Responsable de coordinar y dar seguimiento a las actividades relacionadas con la experiencia del cliente, asegurando una atención oportuna, la resolución efectiva de problemas y el cumplimiento de los niveles de servicio establecidos. Colabora con diferentes departamentos para identificar oportunidades de mejora, optimizar procesos y fortalecer las relaciones con los clientes.

Responsabilidades principales

  • Dar seguimiento a las solicitudes, consultas, quejas y necesidades de los clientes, asegurando una resolución oportuna.
  • Coordinar y priorizar las actividades del equipo para garantizar el cumplimiento de los indicadores de servicio y los acuerdos de nivel de servicio (SLA).
  • Atender y resolver casos complejos, escalaciones y situaciones que requieran un análisis detallado.
  • Colaborar con las áreas de Ventas, Operaciones, Logística, Finanzas y otras áreas internas para resolver problemas relacionados con pedidos, entregas, facturación y servicio.
  • Analizar indicadores clave de desempeño (KPI), como satisfacción del cliente, tiempos de respuesta, resolución de casos y cumplimiento de entregas.
  • Identificar tendencias, causas raíz y oportunidades de mejora en los procesos de atención al cliente.
  • Desarrollar e implementar iniciativas para mejorar la eficiencia operativa y la satisfacción del cliente.
  • Proporcionar orientación y apoyo a los integrantes del equipo, compartiendo mejores prácticas y conocimientos técnicos.
  • Mantener actualizada la información de clientes, solicitudes y casos en los sistemas correspondientes.
  • Preparar reportes de desempeño, identificar riesgos y comunicar resultados a la gerencia.
  • Participar en proyectos de mejora continua y estandarización de procesos de servicio al cliente.

Requisitos del puesto

  • Licenciatura en Administración de Empresas, Negocios Internacionales, Comercio, Ingeniería Industrial o carrera afín.
  • Experiencia previa en servicio al cliente, atención de cuentas, operaciones comerciales o experiencia del cliente.
  • Experiencia en seguimiento de pedidos, resolución de problemas y coordinación con equipos multifuncionales.
  • Conocimiento de indicadores de desempeño y niveles de servicio (KPI y SLA).
  • Manejo de sistemas ERP, CRM y herramientas de Microsoft Office, especialmente Excel.
  • Inglés intermedio-avanzado, deseable según las necesidades del puesto.
  • Habilidades de comunicación, análisis, organización y resolución de problemas.
  • Capacidad para gestionar prioridades, atender situaciones urgentes y trabajar bajo presión.
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  2. 25 readers review it

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    The review screen in CV Rocket: how each CV was read, round by round.

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