Experience Customer Analyst

3 semanas atrás

Joinville, Santa Catarina, Brasil Snap36 Tempo inteiro
As an **Service Coordinator**:
- at Simplus a 1WorldSync, responsibilities include the following:
- Develop specific materials related to 1WS services, creation and updating of Playbook/Processes in the Customer Experience area;
- Management and execution of training for our customers (Remote and in person) and onboarding of new employees of the 1WS team;
- Management and implementation of the Community platform (global interaction platform for customers);
- Plan, communicate and measure milestones, risks and opportunities for process improvement in the CX team and in the training;
- Continuously evaluate training solutions (EAD), to increase the scalability of processes;
- Responsible for the elaboration of the Health Score and metric analysis focusing on customer engagement;
- Implement the onboarding process and online (automatic) training for customers.
*
Required Skills and Experience: *
- Minimum 1 year experience in similar role;
- Fluency in English (written and verbal) - Required;
- Strong communication and presentation skills;
- Passion for training, must be highly motivated and customer-centric;
- Ability to multitask, prioritize and meet deadlines;
- Time management and organization;
- Negotiation Techniques and Problem Solving;
- In-depth look at area indicators, focusing on customer engagement;
- Ability to stratify data, preparing very strategic reports for CX;
- Emotional intelligence, to deal with adverse situations, detractor customers and reversal of day-to-day difficulties;
- Knowledge of the self-service platform and familiarity with various EAD platforms.
*
Why join Simplus a 1WorldSync?*
- We are the first and only technology company in Brazil specializing in the automation of the complete product registry, which employs digital transformation in the entire consumer ecosystem. We foster business between industries and retailers across South America._
- Simplus offers much more than qualified registration: it captures, _validates_ and distributes more than 160 information and images of products with quality assurance for physical and digital sales channels. It is a platform prepared for product launches, anticipation of the sales cycle and centralized portfolio management._
- We connect industries and retailers across the country with product information and images to meet the demands of digital transformation and increase the efficiency of different processes in both retail and industry._

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