Customer Experience Lead

hace 1 semana


Lima, Perú Paysafe A tiempo completo

**Acerca de Paysafe**

Paysafe es un empleador que ofrece igualdad de oportunidades. Valoramos la diversidad y estamos comprometidos a brindar un ambiente de trabajo de respeto mutuo para todos, independientemente de su raza, color, religión, origen nacional, edad, identidad o expresión de género, o cualquier otra característica protegida por las leyes, reglamentos y ordenanzas aplicables.

Para acelerar nuestro crecimiento, nos encontramos en la búsqueda de un(a) **Customer Experience Lead.**

**MISION**:
Contribuir con el éxito del Equipo de Customer Experience a partir de cuidar de las tareas operativas del equipo de atención al cliente y soporte. Debe estar constantemente disponible “on call” para dar soporte al equipo de Customer Experience a identificar, escalar y solucionar casos urgentes en caso sea necesario. También es responsable por dar seguimiento y solucionar casos de mayor complejidad. Es indispensable dominar y entender los Productos, Servicios y aplicativos de las marcas PagoEfectivo y SafetyPay.

**RESPONSABILIDADES Y FUNCIONES DEL CARGO OFRECIDO**:
1. 1. Monitorear permanentemente el desempeño de los Agentes de CX y dar feedback oportuno.

2. 2. Dar seguimiento a los casos de alta complejidad coordinados con otras áreas internas o equipos externos.

3. Identificar oportunidades de mejora en la operación y liderar su implementación.

4. Comunicar y/o gestionar la implementación de nuevos procesos y procedimientos.

5. Documentar los procesos del equipo a cargo.

6. Preparar reportes y sustentar los resultados del equipo a cargo.

7. 7. Programar horarios mensuales, vacacionales, contingencias o cambios de turno, permisos u otras tareas administrativas.

8. Participar en la definición de Proyectos y Comités internos.

9. 9. Ejecutar acciones para el cumplimiento de los estándares de experiência de cliente definidos por la Organización en todos los puntos de contacto con los clientes.

10. Promover permanentemente la Cultura de Servicio.

11. Brindar acciones de apoyo a la operatividad del Supervisor.

**Requisitos**:
**Formación**

Bachiller o Titulado en Administración, Contabilidad, Ingeniería o carreras afines.

**Especialización**

Programa o Curso de Especialización en Customer Experience/Customer Service.

**Conocimientos Específicos**

Gestión del Servicio al Cliente, Gestión de Reclamos y Protección al Consumidor.

**Herramientas**

Manejo de MS Office (intermedio) y manejo del Sistema Operativo Windows.

Manejo de software como Zendesk, Genesys, Salesforce, otros (deseable).

Manejo de KPI's de Customer Experience.

**Idiomas**

Inglés fluido - certificado (excluyente).

**Experiência**

03 años liderando equipos (excluyente).

**Procedencia**

Sector Banca, Finanzas, Retail, eCommerce.

**¿Por qué deberías trabajar para nosotros?**
- Una promesa a nosotros mismos de vivir los valores**:Pioneros, Valientes, Abiertos y Enfocados**. Nuestros cuatro valores son el corazón de todo lo que hacemos e inspiran cómo trabajamos juntos.
- Una comunidad global de pioneros que quieren impactar la industria de pagos a nível mundial
- Un entorno de trabajo internacional, diverso e inclusivo que incorpora a personas como usted
- Modelo de trabajo **flexible e híbrido** que combina trabajo remoto y días de oficina dentro de Lima
- Muchas iniciativas, como **tardes de bienestar y días sin reuniones internas** para centrarse en lo que es realmente importante para usted
- Paysafe Days para celebrar juntos los logros durante un evento mundial festivo
- Una asignación de **voluntariado de un día** para apoyar una causa que le importa en su comunidad
- Oportunidades de desarrollo y **carrera internacional** si está listo y abierto para eso

**¿Suena interesante? Esperamos su solicitud



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