Customer Contact Management Analyst Latam

JOB PURPOSE

Responsible for managing requests and disputes from customers. Registers the cases in systems and classifies them according to the classification matrix. Performs a first analysis to analyze and resolve within fixed service level target time. Coordinates with other neighboring functions (e.g. Supply Chain, Commercial, Quality) to close the case by gathering information and investigating. The objective is to reach the highest first call resolution rate and provide a positive customer experience framed by a target lead time determined by priorities.

ORGANIZATIONAL CONTEXT

SBS O2C

KEY ACCOUNTABILITIES

• Register and gather inquiries, requests, claims, returns from external and internal customers in a timely manner based on predefined priorities.
• Act as case owner to initiate, track and close the case, performing a claims/returns policy check, and escalating non-compliant cases.
• Coordinate with internal or exte...