Customer Experience
3 semanas atrás
O operador logÃstico de CX é responsÃvel pela investigação, tratativa e solução de todos os casos derivados ao armazém por reclamações de sellers. Suas atividades envolvem investigação de causa raÃz da reclamação e atuação prÃtica para solução dos possÃveis erros de processo junto aos times operacionais. Ele serà o elo principal entre o seller e o Full com o objetivo de garantir a melhor experiência ao seller.
Atividades:
Participar das reuniões diÃrias de rotinas com o time CX;
Garantir que todas as reclamações de nossos sellers sigam o fluxo assistido (FA) adequado para que a solução seja assertiva e rÃpida nos casos em que estiver atuando;
Realizar contagens de estoque o que, dependendo do FC, envolve trabalho com transpaleteiras e selecionadoras;
Serà sua responsabilidade garantir sempre a atualização do seu conhecimento, interpretação e execução dos FAs bem como garantir sugestões de melhoria nos processos de resposta ao seller e o devido reporte de erros que encontrar;
Deverà tomar todas as medidas necessÃrias de acordo com cada caso o que envolve: contagem de estoque, reporte de problemas para qualidade, anÃlise de inversão de produtos na operação, levantamento de dados no WMS para verificação de movimentação de peças, dentre outros exemplos;
Abertura e acompanhamento de tickets Jira (chamados);
Realização de contato proativo com o seller com o objetivo de tratar problemas de envio;
Suportar as Ãreas internas do Meli como ponto focal para demandas relacionadas ao seller Full do seu armazém;
Compreensão dos principais indicadores da Ãrea e seu acompanhamento por leitura e interpretação diÃria de grÃficos e dashboards de acompanhamento de indicadores do armazém;
ResponsÃvel pela autoavaliação dos erros de suas auditorias avaliadas e reporte ao seu lÃder para possÃveis refutações. Também é responsÃvel pela avaliação de casos de 1º re-contato.
Requisitos:
Ensino médio completo ou superior em curso (cursando);
Excelente habilidade de comunicação, trabalho e relacionamento porque terà em seu escopo de atuação contato com diversos times;
Por trabalhar com atividades muito dinâmicas, serà necessÃrio que o colaborador tenha resiliência, proatividade, flexibilidade, pontualidade, adaptabilidade e comprometimento.
Google sheets, apresentações e word (bÃsico / intermediÃrio);
DesejÃvel:
Espanhol bÃsico (desejÃvel);
Formação Lean Six Sigma: White Belt Treinado (desejÃvel);
Local de Trabalho:
Perus - SP - Atuação 100% Presencial
HorÃrio de Trabalho:
NecessÃrio disponibilidade para os turnos: 06h à s 14h20 | 14h20 à s 22h48
Escala 6x1 (Segunda a SÃbado)
Tipo de vaga: Efetivo CLT
SalÃrio: R$2.618,00
BenefÃcios:
Assistência médica
Assistência odontológica
AuxÃlio-creche
Seguro de vida
Vale-alimentação
Refeitorio no Local
Fretado
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