Customer Experience Analyst

Description

Position Summary: Customer Experience Analyst responsible for managing incidents, handling multichannel requests, and enhancing customer satisfaction at UNISA Unión Inmobiliaria. Key Highlights: 1. Manage incidents and requests to ensure agile and high-quality service. 2. Provide multichannel support and ensure case traceability. 3. Participate in continuous improvement and process optimization. At UNISA Unión Inmobiliaria, we are seeking a passionate Customer Experience Analyst who is committed to service excellence, communication, and customer satisfaction. If you enjoy resolving issues, collaborating in teams, and creating memorable experiences, this opportunity is for you. Purpose of the Role: Comprehensively manage customer incidents and requests, ensuring agile, effective, and high-quality service. Main Responsibilities: Provide multichannel support (phone, WhatsApp, email, chatbot, and in-person), promptly managing and responding to requests. Register, track, and ensure case traceability within the system. Analyze emails, manage digital requests, and document each requirement. Support vacancy processes by communicating conditions, performing follow-ups, and issuing notifications. Administer and validate documentation, and participate in continuous improvement by logging complaints, monitoring response times, and proposing optimization initiatives. Requirements: - Technical, technological, or professional education in administrative or related fields. - Minimum 1 year of experience in customer service. Proficiency with digital tools (ERP, CRM) and excellent communication and organizational skills. Conditions: - Salary: COP $1,755,000 + performance-based bonus - Schedule: Monday to Friday, 8:00 a.m. to 5:00 p.m., and Saturdays, 8:00 a.m. to 12:00 p.m. - On-site position, offering a positive work environment and growth opportunities. - Requirements: Minimum education level: University degree / Technical program 1 year of experience Languages: Spanish Knowledge: Responsiveness, Empathy, Objection Handling, Adaptability, Customer Approach, Results Management Keywords: analyst, costumer, cliente