Customer Experience Analyst

Description

Job Summary: We are seeking a Customer Experience Analyst to enhance customer satisfaction and loyalty by managing key initiatives and collaborating with cross-functional teams. Key Highlights: 1. Focus on continuous improvement of the customer experience. 2. Collaboration with product, sales, marketing, and technology teams. 3. Management of key initiatives for customer satisfaction. Toka Internacional, a financial company with over 20 years of presence in Mexico, invites you to join its team. We are currently seeking a Customer Experience Analyst position. Requirements: - Completed or incomplete bachelor's degree in business administration or related field. - Intermediate Excel skills (creation of pivot tables, proficiency in basic formulas, use of advanced filters, and dynamic charts). - Call center customer service experience. - Knowledge of customer experience principles. Responsibilities: - Generate customer satisfaction and loyalty metrics to achieve a satisfaction KPI. - Maintain a customer-centric focus in operations, promoting a high-quality customer service culture. - Manage key initiatives that improve the customer experience. - Collaborate with product, sales, marketing, operations, and technology teams to ensure a consistent, high-quality experience across all channels and touchpoints. - Identify opportunities to improve the quality of the customer and user experience. - Proactively send survey invitations to customers. - Conduct telephone interviews to assess overall satisfaction levels. - Monitor satisfaction surveys with negative evaluation scores (applicable to all channels). We Offer: - Monthly net salary: $10,585.90 MXN - Statutory benefits - Grocery vouchers: $1,200 MXN per month - Savings fund - Membership including (accidental death insurance, multiple assistance services, discounts on medical exams, ambulance services). Work Schedule: - Monday to Friday, 9:00 AM – 6:00 PM (Weekends off). Work Location: Near Plaza del Sol (behind Sirloin Stockade on López Mateos). INTERESTED CANDIDATES: Please submit your updated CV. - Requirements - Minimum Education: Higher Education – Bachelor's Degree 1 year of experience Knowledge: Customer retention, KPIs, Microsoft Excel, Customer service, Customer support Keywords: analyst, customer, cliente