Customer Service Analyst

3 semanas atrás

Sao Paulo, Brasil Rappi Tempo inteiro
**YOUR NEXT STEP IS AT RAPPI**
Rappi is one of the first Latin American unicorns and a start-up that continues to focus on growing and making life easier for our users. As a company, we seek to continue improving the services we already offer, add more to our offer and continue expanding throughout the Latin American continent.
Hey, keep it in mind that Rappi is an equal opportunity employer and hires qualified individuals regardless of gender, race, sexual orientation, religion, nationality, age, disability or background. You'll be most welcome here
**En Rappi está tu próximo Reto**
Estamos en búsqueda de:
- **Analista de Experiência al Cliente bilingüe Español - Portugués**
**Main Responsibilities**:
- Diseñar y coordinar la implementación de procesos para que los clientes de Rappi tengan la mejor experiência en el uso de los servicios ofrecidos, monitoreando los principales resultados vinculados a la calidad del servicio, asegurando procesos que escalen la solución de tickets abiertos a lo largo de todo el ciclo de vida del cliente en la plataforma
- Identificar procesos escalables para gestionar y automatizar el servicio de extremo a extremo para satisfacer las demandas de los clientes, identificando oportunidades para acelerar la mejora de los indicadores de operaciones a través de la automatización y también identificando oportunidades para reducir los contactos con los clientes, reduciendo los motivos de contacto
- Monitorear y evaluar el impacto de sus iniciativas especialmente relacionadas con la satisfacción de clientes y aliados
- Diseñar y crear soluciones para apoyar el crecimiento del negocio y el desarrollo de operaciones, impulsando el análisis de proyectos y decisiones estratégicas
- Identificar debilidades operativas y construir planes de acción para mejorar o innovar procesos y mantener a los equipos lo más eficientes posible, dando seguimiento con los equipos de producto y tecnología sobre las soluciones planteadas
- Extraer inferencias válidas a partir de datos e informes de desempeño, planteando hipótesis, mapeando escenarios, gestionando recomendaciones, insights y conocimientos en este proceso, con el fin de incrementar la competitividad empresarial.
**Key Requirements**:
- Experiência profesional: 3 años en diseño de procesos, desarrollo de proyectos y operaciones de mejora continua
- Educación superior completa en Administración, Economía, Logística, Ingeniería y Estadística (cualquiera de esas carreras)
- Diseño de procesos (deseable: metodología BPMN)
- Alta capacidad analítica
- Mentalidad “data driven”
- Habilidades avanzadas en procesos de planificación e implementación
- Orientado a resultados
- Atención en los detalles
- Gestión de proyectos
- Fuerte relación interpersonal
- Gestión de los stakeholders.
- He leído y acepto la Autorización de Datos Personales de Rappi S.A.S
- Conforme a la Política de Tratamiento de Datos PersonalesI have read and accept the Authorization of Personal Data from Rappi S.A.S
- In accordance with the Personal Data Treatment Policy

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