Job Summary: Responsible for managing, analyzing, and resolving customer complaints; ensuring consistent communication; proposing improvement actions; and documenting each case to support the optimization of products and services. Key Responsibilities: 1. Manage and resolve customer complaints and critical cases 2. Maintain regular communication with customers and provide updates 3. Contribute to the continuous improvement of products and services **Job Description** ---------------------- Manage and resolve, and analyze customer complaints and critical cases 1\. Review all customer complaints and requests daily. 2\. Maintain regular communication with customers to inform them about the status of their complaints and provide updates. 3\. Propose corrective and preventive actions based on received complaints. 4\. Coordinate internally with relevant departments to manage potential solutions, conducting continuous follow-up on each. 5\. Document each case and its resolution in the management system, ensuring a complete history for future reference. 6\. Generate requested reports based on departmental needs. 7\. Contact the customer to inform them of the solution date and close the submitted request or complaint, ensuring excellent service and support. 8\. Meet the department’s established KPIs. 9\. Collect and analyze customer feedback to contribute to the continuous improvement of products and services. **Candidate Requirements** -------------------------- * Intermediate Excel **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the position. 2\. Check your email. 3\. Log in to Aira and answer the requested questions and/or tests. Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 88,000 people who work every day toward our firm Purpose — Simplify and Enjoy Life More. We operate in 9 countries and consist of five major brands across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each brand shapes who we are, and together — as One Team — we strive daily to reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch new initiatives and innovate, take risks, and create opportunities that keep us at the forefront — driving us to continuously reinvent ourselves to deliver the best shopping experience at every touchpoint with us.
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
