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Customer Experience

2 meses atrás

Curitiba, Brasil CENTURY RH CONSULTORIA Tempo inteiro

Coletar e analisar feedbacks dos clientes em todos os pontos de contato da jornada, usando pesquisas e outras ferramentas de monitoramento.Propor e implementar melhorias contínuas para otimizar a experiência do cliente.Criar e gerenciar programas de fidelização e retenção de clientes, visando melhorar a lealdade e o valor de vida do cliente.Servir como principal ponto de contato para lidar com problemas complexos de clientes, garantindo que suas preocupações sejam resolvidas de forma eficaz e empática.Monitorar e relatar KPIs relacionados à satisfação do cliente, como NPS, taxa de churn, e tempo de resolução de problemas.Preparar relatórios regulares para a liderança, sugerindo ajustes nas estratégias conforme necessário.Trabalhar de forma colaborativa com equipes de vendas, marketing, desenvolvimento de produtos e suporte para garantir uma experiência integrada e coesa para o cliente.Participar na definição de melhorias de UX/UI em plataformas digitais com base no feedback do cliente e em melhores práticas do mercado.Treinar equipes internas sobre as melhores práticas de atendimento ao cliente e importância da experiência do cliente em toda a jornada.

Beneficios:

A Combinar;

Formação Acadêmica:

Ensino Superior Completo em Comunicação, Publicidade, Administração, Marketing, Design, Tecnologia da Informação ou áreas correlatas.

Experiência:

Experiência em mapear e analisar a jornada completa do cliente, identificando pontos críticos de interação.Análise de Dados de Clientes: Conhecimento em ferramentas de análise como Google Analytics, NPS, CSAT, e CRM para coletar e interpretar feedbacks.Ferramentas de Pesquisa e Automação de CX: Proficiência em softwares como Zendesk, Salesforce, SurveyMonkey, ou Typeform para conduzir pesquisas e automatizar processos de feedback.Capacidade de gerenciar feedbacks de clientes e implementar melhorias com base nas respostas coletadas.Compreensão dos princípios de UX/UI para sugerir melhorias que impactem diretamente a satisfação do cliente em plataformas digitais.Certificação em Experiência do Cliente, Atendimento ao Cliente ou UX é um diferencial.

Salário:

3000

Cargo:

Analista de customer

Empresa:

CENTURY RH CONSULTORIA

Treinamento em desenvolvimento profissional e gerencial

Ramo:

Consultoria/ Auditoria

(BI)