Hybrid Analista de Satisfação do Cliente - Afirmativo para Pessoas com Deficiência presso Lenovo

This role will be responsible to support the vendor operations by organizing training, documenting process, design improvements, control and create action plans to meet the company and operations KPIs.Support multiple areas as well as consumer cases escalation.Analyze data to provide inputs to management.Responsabilities:Optimize the customer journey with a focus on efficiency and delight, acting strategically across the end-to-end experience.Ensure alignment between quality, experience, and productivity across all customer touchpoints.Create processes and procedures and optimize existing ones to improve the productivity of customer service and back office teams.Monitor and analyze key performance indicators and bring observations to the table for improvement discussions.Present continuous improvement projects in partnership with management, including new tools, flows and processes;Problem-Solving and Critical Thinking: Investigate root causes of ongoing customer issues. Collaborate with management to implement effective process improvements and prevent future escalations.Support the legal office in activities that require BPO action.Work collaboratively with different areas such as Marketing, Product, Engineering.Qualifications:Bachelor’s degree Experience within Customer Experience, Customer DelightAble to work in Hybrid profile 3 times in office, 2 time Home (Vila Olimpia)#MBG Candidarsi ora