After-Sales Optimization Expert
hace 6 días
In this critical role, you will be part of a global network of learning experts who put people at the forefront of organizational transformation. GP Strategies has helped over 6,000 organizations worldwide deliver meaningful change through their people.
As a Customer Experience Analyst, you will analyze and optimize the after-sales area in terms of customer experience and satisfaction when interacting with dealers across the network. This involves implementing and managing key tools for scheduling and monitoring services in workshops, as well as generating indicators and improvement opportunities for the process in Chile.
Responsibilities:
- Effectively implement and manage tools used in the dealer network nationwide.
- Support incident resolution resulting from analysis performed through tools.
- Help optimize tools improving 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 tool use and customer service.
- Generate and report indicators and KPIs on a regular basis.
- Update dashboards and tracking reports.
- Meet regional objectives.
- Participate in audit processes and programs established by the brand for the region.
- Provide comprehensive support in all matters related to after-sales customer experience.
- Visit dealerships to ensure correct implementation of processes.
Key Requirements:
- Graduate professional degree.
- 1-3 years of experience in Customer Experience or related fields.
- Intermediate to advanced level in English.
- Excel, PowerBI, or other data analysis tools proficiency.
At GP Strategies, we value diversity and inclusion, and welcome applications from qualified candidates without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.
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