Customer Experience Optimization Specialist

hace 1 semana


Santiago, Metropolitana, Chile Lorien Engineering Solutions A tiempo completo

Lorien Engineering Solutions is seeking a highly skilled Customer Experience Optimization Specialist to join our team in Santiago de Chile.

Job Summary

We are looking for a dynamic and proactive professional with the ability to analyze and optimize customer experience in the after-sales area. The ideal candidate will have 1-3 years of experience in customer experience or related fields and an intermediate to advanced level in English.

The successful candidate will be responsible for implementing and managing key tools for scheduling and monitoring services, generating indicators and improvement opportunities for the process in Chile. Additionally, they will support in the resolution of incidents resulting from the analysis performed through the tools and help to optimize the tools that improve the customer experience with the brand.

Main Responsibilities
  • Effectively implement and manage the tools used in the dealer network nationwide.
  • Support in the resolution of incidents resulting from the analysis performed through the tools.
  • Help to optimize the tools that improve the customer experience with the brand.
  • Analyze after-sales customer satisfaction surveys, proposing concrete actions for improvement.
  • Establish action plans with each dealer and supervise their execution.
  • Train dealers in the use of tools and customer service.
  • Generate and report indicators and KPIs on a regular basis.
  • Update dashboards and other tracking reports.
  • Meet the objectives set at regional level.
  • Participate in audit processes and programs established by the brand for the region.
  • Provide comprehensive support in all matters related to the after-sales customer experience.
Requirements
  • Graduate professional.
  • Profile with 1-3 years of experience in the area of Customer Experience or areas related to customer service or projects associated with customer experience.
  • Intermediate to advanced level in English.
  • Excel, PowerBI, or any tools for Data Analysis.
Estimated Salary Range

$60,000 - $80,000 per year.

We offer a competitive salary range based on the location and industry standards. Please note that this estimate may vary depending on the candidate's experience and qualifications.



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