Customer Experience Improvement Manager

hace 2 días


Lima Metropolitana, Perú Household Solutions HS A tiempo completo
About Household Solutions HS

We prioritize delivering exceptional customer experiences through our comprehensive after-sales services. Our mission is to build trust, quality, and reliability with our customers.

Job Overview

We are seeking an experienced Customer Experience Improvement Manager to join our Service & Warranty team. This individual will be responsible for managing and analyzing service data to drive business growth and improve customer satisfaction.

Main Objectives:

  • Improve customer satisfaction through effective after-sales services.
  • Enhance information flow and efficiency through CRM training and support.
  • Forecast spare parts demand and identify trends through historical consumption data analysis.
  • Meet customer needs by processing spare parts requests and evaluating quotations.
  • Ensure timely delivery of spare parts through logistics coordination.
  • Implement corrective actions to detect potential issues and minimize losses.
  • Resolve customer concerns through factory claims and reimbursement requests.
  • Maintain accuracy and completeness through up-to-date tracking of ongoing service cases and product catalogs.
  • Inform business decisions through real-time insights from automated reports.
Requirements

To succeed in this role, you will need:

  • Bachelor's degree in Business Administration, Industrial Engineering, Mechanical Engineering, or related fields.
  • Minimum 3 years of experience as an analyst, supervisor, or technical lead, preferably in the home appliance industry.
  • Strong knowledge of SAP, Power BI, and Google Analytics.
  • High attention to detail and ability to work with large datasets.
  • Excellent problem-solving and decision-making skills.
  • Advanced Excel and data visualization skills.


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