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ANALISTA BACK SME


Job Description

Role Summary

Analista del área Back SME, es un puente entre los ejecutivos, agentes o representantes de atención al cliente y la subgerencia del segmento. Debe estar en contacto con los representantes de atención, apoyar la resolución de problemas y escalar aquellos que requieren validaciones o decisiones que no estén a su alcance. Apoyará e implementará cambios en las actividades del equipo de Atención al Cliente, para garantizar la operatividad del servicio, alineados con los objetivos definidos por la compañía.

Knowledge, Skills and Experience

  • Mínimo 1 año de Experiencia en cargos de servicio al cliente externo, relacionamiento a todos los niveles, manejo de clientes corportativos, preferiblemente en entidades del sector financiero. Conocimientos técnicos requeridos: Manejo de herramientas office, CRM, Teams.

Key Responsibilities

  • Analizar y resolver dentro de los SLA establecidos los casos de revision de renovación remitidos desde las diferentes áreas a través de Bizagi 7. Generar contacto a través de canales telefónicos y/o correo con los clientes asignados en los casos de Bizagi, garantizando la respuesta clara efectiva a los requerimientos con el fin de mejorar la experiencia de servicio. 8. Apoyar la consecución de soportes y evidencias, para atender PQR esacaladas para clientes del segmento SME. 9. Coordinación con el equipo post venta en la ejecución de las campañas establecidas, de manera proactiva para la mejora del mantenimiento de clientes núcleo 10. Ejecutar las actividades requeridas para garantizar la atención de solicitudes de clientes a nivel nacional, manejando los protocolos y manuales de procedimientos establecidos. 11. Realizar los escalamientos y procesos requeridos para garantizar el correcto desempeño operacional establecido por las áreas, asegurando agilidad, análisis y control de calidad. 12. Atención Contacto servicio- comercial, oferta cambio de condiciones clientes núcleo, de acuerdo con los lineamientos y políticas establecidas. 13. Garantizar la consecución de los KPI´s definidos por el área y sugerir los ajustes necesarios 14. Hacer seguimiento continuo al cumplimiento de los indicadores de satisfacción, NPS, resolución en primera línea 15. Identificar las necesidades de formación y mejora del equipo 16. Identificar posibles cambios tecnológicos o herramientas que mejoren tanto la experiencia del colaborador, como la del cliente

Qualifications

Qualifications

  • Formacion técnica o profesional en carreras administrativas. Mínimo 1 año de Experiencia en cargos de servicio al cliente externo, relacionamiento a todos los niveles, manejo de clientes corportativos, preferiblemente en entidades del sector financiero. Conocimientos técnicos requeridos: Manejo de herramientas office, CRM, Teams.

What you'll bring

1. Garantiza que la comunicación entre áreas sea oportuna y adecuada 2.Mejora la experiencia de los clientes mediante la atención correcta en solicitudes de modificación de condiciones de contratación realizadas extratiempo. 3.Reduce el riesgo de reclamaciones que terminan en Perdida de ingreso por NC. 4.Contribuye a la mejora del NPS de la compañia, asi como la prolongación del ciclo de vida de los clientes. 5.Garantizar el correcto desempeño operacional establecido por las áreas, asegurando agilidad, análisis y control de calidad.



Additional Information

En Experian reconocemos el valor de la diversidad, trabajamos por la equidad y adoptamos la inclusión para crear un mejor mañana para las personas y organizaciones en todo el mundo. Nuestra Cultura, The Experian Way, nos invita a valorar al otro, con base en el respeto, la confianza y la integridad; por esto, construimos un entorno donde nuestra gente se siente valorada, segura y libre de decir su verdad para demostrar su máximo potencial sin ser discriminada por su orientación sexual, identidad de género, raza o etnia, discapacidad, origen o cualquier otra característica.

Experian Careers - Creating a better tomorrow together


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