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Job Summary: Manage seller PQRS (Petitions, Complaints, Claims, Suggestions) and returns with an analytical focus, ensuring excellence in key KPIs and optimizing processes to enhance the seller experience. Key Highlights: 1. Case and seller request management with a quality focus. 2. Operational data analysis for decision-making and reporting. 3. Identification and implementation of improvements in customer service processes. **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. Conduct continuous follow-up on 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 Make outbound calls to sellers based on guidelines defined by the direct manager, ensuring consistent communication. Analysis and Reporting Consolidate, analyze, and prepare information to generate reports per departmental and leadership requirements. Support decision-making through operational data analysis and case trend evaluation. Process Improvement and Optimization Identify opportunities for improvement in customer service, returns, and PQRS management processes. Propose and implement actions that contribute to optimizing response times, response quality, and seller experience. Monitor key indicators (NPS, Contact Ratio, SLA, SSAT) and develop 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 mindset. * Salesforce proficiency is desirable. * Proficiency in office tools (Excel, Word). **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need to: 1\. Apply to the position. 2\. Check your email. 3\. Log in to Aira and respond to the requested questions and/or assessments. 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 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 and deliver the best shopping experience at every touchpoint with us.
