Customer Experience Analyst- Santiago de Chile (Hybrid)

GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.

From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at www.gpstrategies.com.

Job Summary

Responsible for analyzing and optimizing the management of the after-sales area in terms of customer experience and customer satisfaction when attending the dealers of the network. Responsible for implementing and managing key tools for scheduling and monitoring services in workshops, in addition to generating indicators and improvement opportunities for the process in Chile. We are looking for a dynamic, proactive profile with the ability to act quickly for the benefit of the customer experience. 

Responsabilities: 

• Effectively implement and manage the tools used in the dealer network nationwide.
• Support in the resolution of incidents resulting from the analysis performed through the tools. 
• Help to optimize the tools that improve the customer experience with the brand. 
• Analyze after-sales customer satisfaction surveys, proposing concrete actions for improvement.
• According to the analysis made to the dealers, establish action plans with each one and supervise their execution.
• Train dealers in the use of tools and customer service.
• Generate and report indicators and KPIs on a regular basis.
• Update dashboards and other tracking reports.
• Meet the objectives set at regional level.
• Participate in audit processes and programs established by the brand for the region. 
• Provide comprehensive support in all matters related to the after-sales customer experience.
• Visit dealerships to ensure the correct implementation of processes.

Key Skills: 

• Commercial skills and customer service orientation.
• Effective organization and planning. 
• Ability to work as a team player and proactive problem solver.
• Effective communication and analytical skills.
• Good command of Excel, PowerBI or other data analysis tools.

Requirements: 

• Graduate professional.
• Profile with 1 to 3 years of experience in the area of Customer Experience or areas related to customer service or projects associated with customer experience.
• Intermediate to advanced level in English
• Excel, PowerBI, or any tools for Data Analysis

With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature! Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.

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