Help Desk Analyst, L1
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Job Description
Customer service support role providing first-level assistance to clients through calls and emails. Collaborate and maintain service quality metrics at Stefanini.
Responsibilities:
- Brindar atención y soporte de primer nivel a clientes y consumidores a través de llamadas telefónicas y correo electrónico, asegurando una experiencia de servicio clara, empática y profesional.
- Gestionar y dar seguimiento a casos e incidencias relacionadas con información de productos, quejas de calidad, solicitudes de compra, distribución, patrocinios y requerimientos informativos.
- Registrar, documentar y actualizar correctamente cada interacción en el sistema de gestión de casos (CRM), garantizando el correcto uso de categorías, disposiciones y campos obligatorios.
- Identificar situaciones que requieran escalamiento y canalizarlas oportunamente a las áreas correspondientes, siguiendo los procesos y niveles de servicio establecidos.
- Utilizar de forma correcta las plantillas de comunicación y lineamientos de marca, respetando el tono, contenido y branding definidos.
- Realizar validaciones operativas básicas, como confirmación de datos del cliente y revisión de información disponible en materiales oficiales.
- Cumplir con los indicadores de desempeño y calidad del servicio (SLA, AHT, adherencia, QA y CSAT).
- Mantenerse actualizado sobre procesos, herramientas y cambios operativos, incluyendo ajustes en plataformas, flujos de atención e información de productos.
- Participar en pruebas operativas, validaciones y actividades de apoyo requeridas para asegurar la correcta operación del servicio.
- Colaborar con el equipo de supervisión en sesiones de retroalimentación, calibraciones y mejora continua del servicio
Requirements:
- Inglés conversacional, de preferencia avanzado; nivel mínimo B2.
- Preparatoria terminada (indispensable).
- Experiencia en atención al cliente o contact center (teléfono y/o correo).
- Manejo básico de herramientas de oficina y sistemas de atención (CRM o similares).
- Buena comunicación verbal y escrita.
- Capacidad para organizar y priorizar tareas.
- Orientación al servicio al cliente y cumplimiento de métricas.
Benefits:
- Trabajo remoto
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