Customer Contact Management Analyst Latam

JOB PURPOSE

• Responsible for managing requests and disputes from customers. Registers the cases in systems and classifies them according to the classification matrix. Performs a first analysis to analyze and resolve within fixed service level target time.
• Coordinates with other neighboring functions (e.g Supply Chain, Commercial, Quality) to close the case by gathering information and investigating. The objective is to reach the highest first call resolution rate and provide a positive customer experience framed by a target lead time determined by priorities.

This role requires a detailed understanding of Order to Cash activities passionated by customer satisfaction and problem resolution.

ORGANIZATIONAL CONTEXT

SBS O2C

KEY ACCOUNTABILITIES

• Registering activities
  • Collect and register inquiries, requests, claims, returns from external and ...