PQR Analyst

Description

Position Summary: We are seeking a PQR Analyst to manage requests, complaints, and claims, ensuring a satisfactory service experience and strengthening customer loyalty. Key Highlights: 1. Manage PQR (Requests, Complaints, and Claims) to ensure a satisfactory service experience 2. Strengthen customer loyalty 3. Contribute to the continuous improvement of commercial processes A retail company specializing in perfumery and personal care is seeking NEW TALENT to join as a PQR Analyst in Cali, responsible for timely and effective management of customer requests, complaints, and claims, ensuring a satisfactory service experience aligned with the company's quality standards. This role is critical to strengthening customer loyalty and contributing to the continuous improvement of commercial and customer service processes. Requirements Education: Technical, technological, or university student in administrative, customer service, marketing, or related fields. Experience: Minimum 1 year in customer service, PQR, call center, or after-sales service, preferably in retail. Key Knowledge: PQR (Requests, Complaints, and Claims) management. Proficiency in office tools (Intermediate Excel). Clear writing of formal responses to customers. CRM or customer service platform handling. Basic knowledge of sales, exchange, and return processes. Skills and Competencies Customer orientation and empathy. Assertive oral and written communication. Analytical ability and problem-solving skills. Organization and time management. Teamwork. Stress tolerance. Attention to detail. Main Responsibilities Receive, register, and manage requests, complaints, and claims through various service channels. Provide clear, timely responses aligned with company policies. Follow up on cases until effective closure. Coordinate with stores and internal departments to resolve requests. Prepare basic PQR management and classification reports. Identify opportunities to improve the customer experience. Ensure appropriate and confidential handling of information. Contractual Conditions Salary: COP $2,000,000 + Variable COP $200,000 + Transportation allowance + Statutory benefits. Contract: Indefinite-term contract, directly with the company. Working Hours: Monday to Friday, 8:00 a.m. to 5:00 p.m. Saturdays, 8:00 a.m. to 1:00 p.m. -Requirements- Minimum Education: University / Technological program 1 year of experience Age: 23 years or older Knowledge: Microsoft Excel, Customer Service, Customer Support, Customer Care Keywords: analyst