Job Summary: This role aims to ensure continuous improvement of the customer experience through investigation and resolution of complaints and inquiries, optimizing processes and promoting customer satisfaction. Key Highlights: 1. Continuous improvement of customer experience 2. Optimization of processes and customer satisfaction strategies 3. Proactivity and analytical capability **Job Description** ---------------------- Resolution of SQRS related to Falabella Insurance Agency customers Ensure continuous improvement of the customer experience through receipt, investigation, and resolution of complaints and inquiries, ensuring compliance with established technical, operational, and security procedures. Contribute to process optimization and implementation of strategies that promote customer satisfaction and operational efficiency through auditing and monitoring of business transactions. * Receive, investigate, and follow up on complaints related to ASF operations and its components submitted by customers. * Receive, investigate, and respond to customer inquiries regarding transactions or other situations arising in the business. * Timely notify relevant departments of recurring inconsistencies and/or failures identified in processes and propose alternative solutions. * Anticipate potential operational failures that may occur in critical ASF processes and inform the Supervisor/Area Manager, proposing possible solutions. * Generate and present statistical information related to the performance of assigned operations and processes. * Maintain the SPQRS CRM system updated and ensure timely availability of information to provide accurate and timely responses to customers. * Monitor and evaluate commercial and customer service management, ensuring process traceability.**Candidate Requirements** -------------------------- * Experience in customer service areas, proactivity, and analytical capability * Technical or technological degree candidates in final semesters of administrative programs * Customer service areas **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 job posting 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or tests Then, if we determine 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 of these brands defines 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 constantly reinvent ourselves to deliver the best shopping experience at every touchpoint with us.
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
