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Open nowPosted 11 days ago

Senior Customer Experience Specialist-1574

PIP Global Safety145 open roles

Where
San Luis Potosi, MX-SLP, MEX
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Your applicationOpen nowSenior Customer Experience Specialist-1574PIP 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 4 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. 58.1%60 days
This job: posted 11 days ago

PIP Global Safety median: 4 days open

The posting

Gestionar y optimizar la experiencia del cliente mediante el seguimiento de solicitudes, resolución de problemas, análisis de indicadores de desempeño y colaboración con equipos internos, asegurando altos niveles de satisfacción, retención y calidad en el servicio.

Responsabilidades principales

  • Atender y dar seguimiento a solicitudes, consultas y problemas de clientes, asegurando una resolución oportuna y efectiva.
  • Gestionar casos complejos y escalaciones, coordinando con las áreas involucradas para brindar soluciones.
  • Analizar indicadores clave de desempeño (KPIs), como satisfacción del cliente, tiempos de respuesta, resolución de casos y calidad del servicio.
  • Identificar tendencias, áreas de oportunidad y causas raíz de problemas recurrentes para implementar mejoras en los procesos.
  • Colaborar con equipos multifuncionales para optimizar los procesos de atención y fortalecer la experiencia del cliente.
  • Elaborar reportes y presentar resultados relacionados con la experiencia del cliente y el desempeño operativo.
  • Desarrollar y documentar procedimientos, mejores prácticas y estrategias para mejorar la eficiencia y calidad del servicio.
  • Brindar orientación y apoyo a otros integrantes del equipo, compartiendo conocimientos y promoviendo estándares de servicio.
  • Participar en iniciativas de mejora continua y proyectos enfocados en la satisfacción y retención de clientes.

Requisitos

  • Licenciatura en Administración, Negocios, Mercadotecnia, Comunicación o carrera afín.
  • Experiencia previa en atención al cliente, Customer Experience, Customer Success o gestión de cuentas.
  • Experiencia en manejo de casos complejos, resolución de problemas y seguimiento de escalaciones.
  • Habilidades analíticas para interpretar indicadores y elaborar reportes.
  • Manejo de Excel y sistemas CRM o plataformas de gestión de clientes.
  • Excelentes habilidades de comunicación, organización y resolución de conflictos.
  • Capacidad para trabajar con equipos multifuncionales y gestionar múltiples prioridades.
  • Inglés intermedio-avanzado, deseable según las necesidades de la operación.
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    The review screen in CV Rocket: how each CV was read, round by round.

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