Middle Customer Experience

hace 4 días

Mar del Plata, Buenos Aires, Argentina Qinshift A tiempo completo

This is us
At Avenga, we believe that human creativity empowers technology that matters. Operating globally, our 6000+ specialists provide a full spectrum of services, including business and tech advisory, enterprise solutions, CX, UX and Ul design, managed services, product development, and software development.

This is the job
In
Capital Federal, Hybrid model (2–3 days in-office in CABA)
within the
*banking
industry, we are actively seeking a professional to strengthen our team dedicated to
analytical and problem-solving
role that works on
customer complaints
and
operational processes
to improve
customer experience (CX)*
and operational efficiency.

This is the team
In your role you'll become a vital member in a team of skilled professionals. Your primary responsibility will involve
Handle complex complaints
: Manage complaints coming into the service circle. Here you will have the opportunity to make a meaningful contribution to global technological progress while at the same time advancing your own skills, and career.

This is you

  • Analytical, data/process-oriented.
  • Customer experience-minded, even if not a pure customer service role.
  • Collaborative — interacts with CX, operations, tech, and customer success.
  • Autonomous and proactive — takes ownership of topics.
  • Able to prioritize and meet deadlines (SLAs).

Nice-to-have Skills

  • Advanced Excel — essential for analysis, tracking, and reporting.
  • Basic Data & Analytics — to understand dashboards and spot trends.
  • Relevant studies: Business Administration, Marketing, Commercial/Related fields.
  • Prior experience in complaint handling, CX, operations, or process improvement is desirable.

This is your role

  • Handle complex complaints: Manage complaints coming into the service circle.
  • Investigate the root cause of issues.
  • Collaborate with other teams (squads, customer success, operations) to deliver end-to-end solutions, not just temporary fixes.
  • Analyze end-to-end processes: Review the full process flow (from origin to the end customer).
  • Identify bottlenecks, delays, or recurring errors.
  • Propose concrete improvements to reduce resolution times and complaints.
  • Meet metrics and objectives (OKRs): Respect SLAs (maximum resolution times).
  • Contribute to metrics such as: Contact rate (reduce repeat contacts), FCR (First Contact Resolution) (increase), NPS (Net Promoter Score) (improve).
  • Propose improvements: Recommend process optimizations.
  • Work with data and tech teams to automate or prevent issues when possible.

At Avenga, everyone matters. We provide equal opportunities in recruitment, career development, and leadership, regardless of race, ethnicity, gender identity, sexual orientation, disability, age, religion, or any other characteristic. We are committed to fostering a work environment where our diverse community of employees, candidates, and business partners actively shapes our growth. By bringing together people from different backgrounds and experiences, we build a workplace where everyone feels free to be themselves while honoring the boundaries of others.

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