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Customer Experience Optimization Specialist
hace 1 semana
About Lorien Engineering Solutions
Lorien Engineering Solutions is a leading talent transformation provider, delivering award-winning learning and development solutions globally. Our innovative consulting, learning services, and talent technology solutions help organizations transform through their people and achieve meaningful change.
We are seeking a dynamic and proactive Customer Experience Optimization Specialist to join our team in Santiago de Chile. As a key member of our after-sales experience team, you will be responsible for analyzing and optimizing the management of the after-sales area in terms of customer experience and customer satisfaction when attending the dealers of the network.
The ideal candidate will have 1 to 3 years of experience in the area of Customer Experience or related fields and an intermediate to advanced level in English. Additionally, they will possess excellent commercial skills, customer service orientation, effective organization and planning, ability to work as a team player, and effective communication and analytical skills.
Key Responsibilities:
- Effectively implement and manage tools used in the dealer network nationwide.
- Support in the resolution of incidents resulting from analysis performed through tools.
- Help optimize tools that improve 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 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 after-sales customer experience.
