Asesor de Reclamos, Call Center - Horarios rotativos

This is a fully remote position, open to applicants in Peru.

📋 Description

• Answer client calls to address inquiries related to products, deliveries, installations, product stock, and more.

• Assist customers through our listening channels (video calls, phone, WhatsApp, among others) with complaints and issues regarding products, deliveries, installations, and out-of-stock sales.

• Handle customer requests and requirements for rescheduling deliveries, installations, product changes, etc., via our listening channels.

• Coordinate and follow up on customer inquiries, requests, and complaints with various departments including store, remote sales, and support office.

• Maintain a connection in the Contact Center systems with a minimum call connection rate of 95%.

• Accurately log complaints in applications like CRM and Centah (Installations).

• Adhere to the Quality Protocol during calls.

• Stay informed about service rates, current promotions (unbeatable, auto-liquidating), catalogs, etc.

• Follow the policies and procedures of the Falabella Contact Center.

• Perform non-permanent and rotating administrative tasks, including drafting credit notes and coordinating incomplete deliveries, among others.

• Identify repetitive and/or unusual requirements that may be affecting customers collectively.

• Comply with standard operational procedures (SOP).

• Execute additional functions related to your position or assigned by your immediate supervisor.

⛳️ Requirements

• Completed Secondary Education.

• Professional experience valued at less than 1 year.

🏝️ Benefits

• Join one of the companies with the best reputation, talent attraction, and sustainability management in Peru according to the Merco Companies, Talent, and ESG Responsibility Ranking.

• Experience a culture that values and promotes diversity, inclusion, and equal opportunities for everyone.

• Enjoy an excellent work environment and opportunities for professional growth.

• Access our inclusive Benefits Plan, focused on overall well-being and work-life balance.

• Belong to the "Falabella Group" and gain access to labor development opportunities as well as corporate discounts.

• Receive ongoing training at our School of Excellence.

• Participate in the Recognition Program aligned with our purpose and values.