Customer Care Specialist supporting Spanish market at bsport, providing exceptional support through Intercom and email. Collaborating with teams to enhance customer experience and resolving inquiries professionally.
About the role
- Process Analyst optimizing end-to-end customer care processes at Tenpo, Chile's first Neobank. Analyzing and redesigning workflows to enhance efficiency and customer experience.
Responsibilities
- Analizar desviaciones en indicadores críticos (BSAT, contención, tiempos de atención) e identificar causas raíz para definir planes de acción correctivos.
- Realizar análisis estructural de los motivos de contacto para detectar oportunidades de optimización y automatización.
- Diseñar iniciativas para reducir la intervención manual y el volumen de contactos, mejorando la experiencia del cliente.
- Generar insights estratégicos para los equipos de Producto, sustentados en datos y seguimiento de mejoras.
- Documentar procesos, reglas de negocio y criterios operativos para asegurar trazabilidad y control de cambios.
- Optimizar herramientas de atención, participando activamente en el refinamiento de Zendesk e IVR.
- Gestionar el Centro de Ayuda, asegurando la calidad del contenido y su alineación con la estrategia de contención y autoservicio.
Requirements
- Ser profesional de Ingeniería Civil Industrial, Comercial, Información o carrera afín.
- Contar con al menos 1 año de experiencia en Customer Care, Gestión de Clientes, Operaciones o Procesos.
- Tener experiencia en análisis de causa raíz y gestión de indicadores (KPIs).
- Conocimientos en modelamiento de procesos (flujogramas) y metodologías de mejora continua (Lean, Kaizen).
- Manejo de Office nivel intermedio/avanzado.
- Experiencia trabajando con herramientas de atención.
Benefits
- Presupuesto anual para autogestionar capacitación.
- Día del cumpleaños libre.
- Medio día cumpleaños hij@s/padres.
- Viernes cortos (todos los viernes terminamos a las 14 horas).
- Work from anywhere (¡Trabaja desde donde quieras! Solo recuerda tener una buena conexión a internet).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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