Customer Service Analyst PL

Description

Job Summary: A professional responsible for managing and optimizing technical support, handling communication with customers, analyzing costs, and implementing improvements. Key Highlights: 1. Manage and optimize travel costs for technical support. 2. Serve as the primary point of contact for issues escalated by Customer Service. 3. Resolve customer problems and complaints quickly and efficiently. Description: * Bachelor's degree in Administration, Engineering, or related fields; * Postgraduate studies preferred; * Proficiency in Excel and PowerPoint; * Knowledge of FSSC 22000 standard; * Familiarity with Salesforce; SAP (ERP); and Power BI; * Experience with ticket management systems or customer service platforms is important to efficiently track and resolve inquiries; * Intermediate Spanish proficiency. * Manage and control the schedules of Technical Assistants; * Administer RVTs (Technical Visit Reports); * Manage expense reports for technical support travel; * Serve as the primary point of contact for issues escalated by the Customer Service team; * Analyze and optimize technical support travel costs; * Monitor and manage customer feedback and complaints; * Develop KPIs relevant to Quality and Customer Service; * Provide accurate information regarding products, services, policies, and company procedures; * Collect data for monthly KPIs; * Monitor customer feedback and identify areas for improvement; * Contact customers to gather product complaint information and forward it to technical support and relevant internal departments; * Deliver action plans and FCAs (Failure Cause Analyses) from production areas to customers; * Record and issue product return notifications; * Resolve customer problems and complaints quickly and efficiently, ensuring customer satisfaction; * Suggest and implement improvements in customer service processes; * Train and guide new team members on departmental procedures and processes. 2512250202491935123