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Open nowPosted yesterday

Analista Experiencia Cliente

Renault Group420 open roles

Where
MEDELLIN
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Your applicationOpen nowAnalista Experiencia ClienteRenault Group · MEDELLIN

  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 Renault Group'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.

13.6% of postings close within 7 days. Measured by our own scanner across the market. Renault Group postings stay open a median of 19 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.7%3 days
  3. 13.6%7 days
  4. 21.9%14 days
  5. 36.9%30 days
  6. 59.0%60 days
This job: posted yesterday

Renault Group median: 19 days open

The posting

Company

RCI Colombia SA

Job Description

FUNCIONES BÁSICAS:

  • Apoyar las acciones definidas para el desarrollo e implementación del programa de experiencia del cliente de la compañía
  • Apoyar la gestión de las acciones definidas por Casa Matriz en sus lineamientos de experiencia cliente
  • Hacer seguimiento a tareas y compromisos relacionados con experiencia cliente
  • Realizar las actividades para la ejecución del programa de Voz del Cliente (Encuestas de Satisfacción) y apoyar en el análisis de indicadores y seguimiento a los planes de acción
  • Apoyar la elaboración de reportes e indicadores de experiencia cliente
  • Brindar soporte en campañas incluidas en el plan de comunicación, envío de comunicaciones y seguimiento
  • Hacer seguimiento al servicio de video personalizado de bienvenida a clientes, realizando benchmark y mejoras al mismo
  • Monitorear la funcionalidad, el contenido de la página web de la Entidad y su evolución
  • Apoyar actividades administrativas y operativas del área.
  • Proponer iniciativas y participar en proyectos transversales de la entidad que impacten la experiencia cliente

FUNCIONES ESPECÍFICAS

Experiencia del Cliente

  • Participar en el diseño y ejecución de las estrategias definidas para el programa de experiencia del cliente en la compañía
  • Identificar acciones para el mejoramiento de los procesos del área de acuerdo con el programa de experiencia del cliente
  • Apoyar las acciones específicas definidas localmente y por Casa Matriz para la experiencia del cliente, incluidas en el Customer Journey
  • Identificar oportunidades de mejora y evolución en los diferentes canales y puntos de contacto de los clientes con la Entidad y evolución de los servicios hacia la omnicanalidad
  • Apoyar la ejecución y evolución del plan de comunicación y gestionar los envíos de comunicaciones a los clientes
  • Apoyar en las actividades dirigidas al programa voz del cliente para el desarrollo de las encuestas de satisfacción en las que participa la Entidad con Casa Matriz
  • Recopilar información sobre necesidades y comentarios de clientes para implementar mejoras en la experiencia con los clientes
  • Monitorear la funcionalidad, el contenido de la página web de la Entidad y su evolución
  • Hacer seguimiento al servicio de video personalizado de bienvenida a clientes, realizando benchmark y mejoras al mismo
  • Construir los informes requeridos para el seguimiento de las actividades del área
  • Participar y proponer en iniciativas y proyectos dirigidos a la evolución de la experiencia del cliente en la Entidad

Servicio al Cliente (SAC)

  • Apoyar la gestión de las actividades relacionadas con el programa de Educación Financiera dirigido a los consumidores financieros en cumplimiento de la normatividad vigente
  • Gestionar el seguimiento de las actividades de actualización de Información de clientes de la entidad, en cumplimiento de la normatividad vigente
  • Revisar la base de datos mensual de PQRS bajo los estándares de calidad
  • Apoyar en la construcción del informe y presentación del Comité de Experiencia Cliente
  • Apoyar en la recolección de información requerida para los planes de colaboración solicitados por parte de la Auditoría Interna, el área de Control Interno, la Revisoría Fiscal y los requerimientos de la Superintendencia Financiera de Colombia

EDUCACIÓN

Pregrado Administración de Empresas, Mercadeo y/o carreras afines.

OTROS CONOCIMIENTOS

  • Idiomas: Dominio del idioma inglés, B2
  • Herramientas Informáticas: Herramientas de internet, office, correo electrónico, redes sociales y páginas web

EXPERIENCIA

2 años como mínimo en cargos similares

Job Family

Transverse

Renault Group is committed to creating an inclusive working environment and the conditions for each of us to bring their passion, perform to the full and grow, whilst being themselves. We find strength in our diversity and we are engaged to ensure equal employment opportunities regardless of race, colour, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, etc. If you have a disability or special need requiring layout of the workstation or work schedule, please let us know by completing this form.

In order to follow in real time the evolution of your applications and to stay in touch with us, we invite you to create a candidate account. This will take you no more than a minute and will also make it easier for you to apply in the future.

By submitting your CV or application, you authorise Renault Group to use and store information about you for the purposes of following up your application or future employment. This information will only be used by Renault Group companies as described in the Recruitment Privacy Information Policy.

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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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