Costa Rica Job Openings
Millicom
CUSTOMER EXPERIENCE EXECUTIVE
San Jose
FULL TIME
November 8, 2024
Would you like to help us achieve our purpose of connecting more people, improve their lives and develop our communities? If so, Tigo is for you!
We believe in innovation, we adapt and are agents of change. Our customers are at the center of everything we do.
Come and grow with our team, where together we will transform lives and communities. Additionally, you will have the opportunity to participate in challenging projects and bring your innovative ideas.
This is your opportunity, come and be part of Sangre Tigo!
We believe in innovation, we adapt and are agents of change. Our customers are at the center of everything we do.
Come and grow with our team, where together we will transform lives and communities. Additionally, you will have the opportunity to participate in challenging projects and bring your innovative ideas.
This is your opportunity, come and be part of Sangre Tigo!
CUSTOMER EXPERIENCE EXECUTIVE
- Elaborar el análisis 360 de los clientes (Servicios, Contratos, Info general del cliente).
- Enviar a los clientes información solicitada (Facturas, Contratos, Tablas escalamiento, entre otros)
- Coordinar con las diferentes áreas necesidades propias de los clientes y su debido seguimiento
- Gestionar check list de desconexiones y validar la información completa para su ejecución.
- Analizar la cartera corporativa identificando los clientes próximos al proceso de renovación anticipada a 60 días.
- Escalar oportunidades de Cross & Up Selling dentro de las visitas de fidelización realizadas a clientes corporativos.
- Fungir como intermediario entre el cliente y los departamentos respectivos mejorando la experiencia del cliente
- Acompañar a los ejecutivos en visitas a clientes para contribuir a la mejora de experiencia.
- Resolver casos correspondientes a la facturación de los clientes en compañía del ejecutivo comercial.
- Coordinar los casos pendientes de cobranza por temas pendientes ya sea por parte comercial o técnica que impacten la experiencia del cliente
- Solicitar y dar seguimiento a la aplicación de las NCs a los Back Office.
- Resolver las solicitudes de clientes detractores, como parte del cierre de círculo del NPS.
- Velar por el seguimiento de averías y ventanas de mantenimiento que puedan impactar la estabilidad de los clientes siempre y cuando la información sea recibida por el departamento de HD de los servicios y que puedan conllevar una Nota de crédito o posibles churn.
- Seguimiento de los tickets casos escalados para su respectivo seguimiento y resolución.
- Apoyar a los ejecutivos en proveer información y documentación requerida para participación en ofertas
- Realizar la presentación de funciones de Service Manager a los clientes y darles medios de comunicación administrativos y técnicos (Welcome Call)
- Revisión mensual de reincidencia y recurrencia técnica de los clientes con el departamento de Soporte Técnico.
- Elaborar reportes de resultados de gestión operativa y KPI´s en forma mensual.
- Escalamiento a la gerencia comercial o BUM de casos de decisión de la permanencia de los clientes
Medir, monitorear y reportar el grado de cumplimiento de SLAs a nivel regional(Soporte/ servicio)
- Consolidar y presentar informes de disponibilidad, facturación, servicios a nivel regional para los clientes que así lo soliciten
- Coordinar gestión postventa con los países donde el cliente tiene servicios Tigo, y que ameriten un trabajo en equipo para darle solución al cliente
- Coordinar con clientes puntuales las consideraciones técnicas y administrativas necesarias para realizar trabajos en sus instalaciones conocidos como “Visados”
- Ingresar a plataformas de clientes para gestionar solicitudes de información como reportes o documentos solicitados
- Visitar clientes como parte del Seguimiento de la experiencia al cliente.
- Participar en sesiones de kick off para nuevos servicios.
We are a regional brand, with a presence in 15 countries in Latin America and Africa, in which we offer internet services, cable television, fixed telephony, among others.
At the Latin American level, Tigo operates in Costa Rica, Guatemala, El Salvador, Honduras, Nicaragua, Panama, Colombia, Bolivia and Paraguay.
Tigo has been present in Costa Rica since 1982 under the name Cable Color and it in 2012 we transformed into what is today our Tigo brand, and we became part of Millicom International S.A (MIC).
Our purpose is to build the digital networks that connect people, improve lives and develop communities. Through these digital networks we create connections that drive business success, open doors to knowledge and contribute to increasing productivity in the markets and communities where we operate. Always leading responsibly, fostering an environment in which our work team, clients and communities are our center The values that identify us and unite us as One Only Tigo are defined by our Sangre Tigo culture, which makes us feel proud of our company, its history and always leads us to act with integrity, making things happen the way correct and giving 1000% for our clients. Through all our actions we seek innovation, we work as a team and value our differences, creating an inclusive environment where Together We All Win.
We invite you to live our Tigo Blood as part of our Tigo Costa Rica team
Start now and find out about the job opportunities we have for you !!
Millicom | Tigo is proud to be an Equal Employment Opportunity employer committed to a diverse workforce and nondiscrimination policy in all aspects of employment. We provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a disabled veteran or other protected veteran, or any other protected characteristic, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.
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