Customer Experience Specialist

hace 2 semanas

Capital Federal Buenos Aires, Argentina Pickit A tiempo completo

En pickit estamos en búsqueda de un **Customer Experience Specialist **para sumarse a nuestro equipo

Somos una empresa que ofrece soluciones logísticas con una fuerte base tecnológica y sustentable. Creemos en conectar a las personas con sus deseos, de manera ágil, contribuyendo a que la tecnología esté al servicio de la gente, generando un impacto positivo tanto en las sociedad como en el medio ambiente.

Desde el 2022 formamos parte de la red Argentina de Pacto Global reafirmando nuestro compromiso de contribuir al desarrollo sostenible en nuestra región a través de prácticas sustentable en nuestro modelo logístico de #puntospickity nuestro programa de RSE.

Contamos con operaciones en Argentina, Chile, Colombia, México, Uruguay y Perú., y seguimos creciendo

Como **Customer Experience Specialist** serás responsable por velar por el journey y la experiência de cada cliente. Este es un rol que es clave para delivery efectivo de soluciones y el correcto análisis de clientes/usuarios junto con el armado de mapas de experiência que sustentan los programas de cambio estratégico como así también el armado de tableros y dashboard de métricas que sustentan los programas de cambio estratégico en el negocio.

**Qué desafíos te esperan**:

- Analizar e identificar procesos y mapas de experiência para generar mejoras en cuanto a calidad y eficiencia de las tareas y cómo son percibidas.
- Establecer relaciones interáreas para co-crear nuevas experiências, liderando proyectos con el feedback de nuestros clientes/usuarios.
- Evaluar, comunicar y mejorar el impacto del resto de las áreas sobre la experiência del cliente, generando datos para compartir con todas las áreas.
- Identificar puntos de dolor en la experiência de los clientes, priorizarlas y trabajar en conjuntos con todos los equipos desarrollo en la ideación soluciones que mejoren la experiência.
- Identificar las necesidades de clientes internos con el fin de elaborar reportes sobre la experiência de los usuarios.
- Diseñar y mantener actualizados dashboards de performance para los stakeholders garantizando su visualización y gestión.
- Analizar indicadores integrales que hacen a la gestión de canales externos y detectar desvíos a fin de generar informes y tableros de control para la toma de decisiones.
- Proponer nuevas métricas que se alineen con mejorar la experiência consiguiendo participación e involucramiento de las áreas.
- Reingeniería de los procesos y procedimientos del centro de información (es donde el call toma los procesos y speech de atención)
- Estandarizar los procesos y procedimientos de toda la compañia.

**Qué esperamos de ti para el rol**:

- Estudios avanzados o graduado en carreras de Administración, Comercialización, o afín.
- Experiência de mínimo 4 años en CX.
- Deseable participado en desarrollos de BOT con IA
- Deseable experiência en migración de plataformas.
- Manejo de herramientas como Miro, Salesforce u otros CRM´s.

Te ofrecemos ser parte de una empresa en pleno crecimiento con una cultura dinámica y colaborativa de trabajo. Y además tendrás:
Vacaciones Flex
Medicina Prepaga para vos y grupo familiar
Modalidad de trabajo híbrida
Licencia por maternidad y paternidad extendida
Descuentos en plataformas
Convenios con Universidades para carreras de grado y posgrado
Descuentos en plataformas de e-learning
Actividades de team building
Posibilidad de desarrollarse en un ambiente flexible, dinámico y en constante crecimiento
Día de cumple libre
Regalos ocasiones especiales (nacimiento, graduación, etc)
Frutas & snacks en la oficina
entre otros

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