Customer Service Designer

5 meses atrás


Rio de Janeiro, Brasil TIM SA Tempo inteiro

**Id da vaga**:22806

**Cargo**:Customer Service Designer (AI Curator) - Consultor(a)

**Diretoria**:Chief Revenue Officer

**Breakdown**:Customer Relations

**UO**:Customer Curatorship

**Regional**: TIM SA Headquarter

**Estado**:RIO DE JANEIRO

**Cidade**:RIO DE JANEIRO

**Descrição do perfil**

Responsável por estudar as jornadas multicanais percorridas pelos clientes, indicadores, processos, para identificar oportunidades de melhoria na experiência, aumentar engajamento e satisfação do cliente.

**Principais Atividades**
- Ter uma visão ampla da jornada do cliente e propor melhorias, tornando-as mais acolhedoras, empáticas, fluidas, incluindo os transbordos entre canais (voz, texto e humano);
- Estudar os fluxos e processos desenhados para a jornada do cliente, extrair insights e propor melhorias na experiência de uso;
- Acompanhar e analisar KPIs (ex.: retenção, engajamento, NPS e FCR), identificando insights para melhoria contínua;
- Colocar-se no lugar do cliente, para propor formas claras de comunicação e resolução de problemas;
- Definir, gerir e avaliar indicadores que reflitam a jornada e experiência de uso;
- Atuar junto às operações para encontrar oportunidades de melhoria no transbordo e na experiência com atendimento humano;
- Utilizar ferramentas para identificar novas funcionalidades e aplicar no treinamento dos robôs (ex.: Curadoria Assistida, Process Mining e Speech Analytics);

**Experiência Profissional**:

- Metodologias desenvolvimento lean/agile;
- Experiência na construção de diálogos para robôs com inteligência artificial;
- Entendimento dos conceitos de intenções e entidades;
- Uso / Domínio de Ferramentas para curadoria;
- Formação em Administração, Marketing e ou áreas correlatas.



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