Back Office Analyst

Description

Job Summary: Manage seller PQRS and returns with an analytical focus, ensuring excellence in key KPIs and optimizing processes to enhance the seller experience. Key Highlights: 1. Analytical management of seller PQRS and returns. 2. Process optimization and continuous improvement of the seller experience. 3. Supporting decision-making through data analysis. **Job Description** ---------------------- Manage seller PQRS and returns with an analytical focus, ensuring excellence in key KPIs such as NPS, CR, SLA, and SSAT. Case Management Manage seller requests (PQRS) in Salesforce, the SC Returns Dashboard, and offline dashboards, ensuring adherence to response time targets and service quality. Identify and raise timely alerts when cases exceed average contactability rates or show operational deviations. Continuously track escalated cases or those managed by other teams, ensuring effective resolution. Maintain active communication with sellers, clearly and promptly informing them of the status of their requests. Offline Management Conduct seller calls based on guidelines defined by the direct leader, ensuring consistent communication. Analysis and Reporting Consolidate, analyze, and prepare information for report generation according to departmental and leadership requirements. Support decision-making through analysis of operational data and case trends. Process Improvement and Optimization Identify opportunities to improve customer service, returns, and PQRS management processes. Propose and implement actions that contribute to optimizing response times, quality, and the seller experience. Monitor key indicators (NPS, Contact Ratio, SLA, SSAT) and generate initiatives for their continuous improvement. **Candidate Requirements** -------------------------- * Minimum 2 years of experience in customer service areas. * Strong assertive communication skills and ability to substantiate and present cases. * Problem-solving orientation and ability to prioritize issues. * Adaptability and accountability. * Customer service orientation and goal achievement focus. * Salesforce knowledge is desirable. * Proficiency in office tools (Excel, Word). **Selection Process** ------------------------ Our selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to this position 2\. Check your email 3\. Log into 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 comprise 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 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.