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Urgent! Líder de Servicio al Cliente Job Opening In WorkFromHome – Now Hiring Klap

Líder de Servicio al Cliente



Job description

Líder de Servicio al Cliente

End-to-End Talent Acquisition | Organizational Development | Organizational Psychologist/ Psicóloga de la Pontificia Universidad Católica de Chile

¡En Klap buscamos a nuestro/a próximo/a Líder de Servicio al Cliente!

Si tienes experiencia liderando operaciones de atención al cliente, gestión de SLA y coordinación de equipos internos, esta es tu oportunidad de unirte a nuestro equipo y potenciar la experiencia de nuestros clientes.

Objetivo del cargo

Asegurar el cumplimiento oportuno y de calidad de todos los requerimientos de clientes, actuando como punto central de coordinación entre las áreas resolutoras y la Subgerencia de Clientes, optimizando la eficiencia operativa y la satisfacción de los usuarios.

Principales funciones

  • Monitorear de forma continua los tickets, asegurando el cumplimiento de SLA.

  • Detectar y escalar riesgos de incumplimiento de SLA.

  • Mantener actualizadas métricas clave: tiempos de respuesta y resolución, backlog, SLA cumplidos/incumplidos.

  • Identificar tendencias, patrones y cuellos de botella, proponiendo mejoras en procesos internos.

  • Generar y presentar reportes de desempeño a la Subgerencia de Clientes y Gerencia General.

  • Apoyar en la definición y ajuste de SLA con las áreas internas.

  • Velar por la seguridad de la información, control de accesos y buenas prácticas.

Requisitos

  • Titulado/a o egresado/a de Ingeniería Civil Industrial, Ingeniería Comercial, Administración de Empresas o afín.

  • Experiencia mínima de 2 años en roles similares (operaciones, servicio al cliente, soporte, gestión de SLA).

  • Conocimiento en herramientas de ticketing (Zendesk, Jira Service Desk, Freshdesk, etc.).

  • Dominio de indicadores de servicio (SLA, tiempo de primera respuesta, tiempo de resolución, NPS/CSAT deseable).

  • Excel Avanzado, Google Sheets, Power BI, Tableau o similar.

Modalidad de trabajo

3 días presencial + 2 remoto.

Santiago Centro.

Compromiso con la inclusión

Valoramos la diversidad y promovemos un entorno justo y respetuoso, en línea con las Leyes N° 21.015 y 20.609.

Si necesitas ajustes en el proceso de selección, cuenta con nosotros.

Postulación

¡Te invitamos a postular!

Este proceso se realiza bajo estricta confidencialidad.

#J-18808-Ljbffr


Required Skill Profession

Consultoría Financiera/banca Privada



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