Customer Support Analyst

The Customer Support Analyst has the main responsibility for customer service and satisfaction in accordance with Scania's values, processes and common standards. In addition, he/she will be responsible for managing the satisfaction survey, customer contact and answering requests to ensure high quality operations.

Key Responsibilities:

1. Activate the process when a chassis is delivered (Start of Warranty).
2. Find customer/market/dealer/chassis data. Accesing different systems in diferent markets.
3. Add data to the database in preparation for questionnaires.
4. Clean data and apply quarantines if needed.
5. Send questionnaire via WhatsApp. Using a contracted service with whatsapp. 
6. Follow up responses.
7. Add responses to the database.
8. Consolidate the database and send it to Kantar Central
9. Classified reasons for dissatisfaction.
10. Start the Cases procedure for dissatisfied customers. Using Microsft CRM.

Key requirements:

• Academic degree in business administration or equivalent
• Minimum 3 years of experience in customer service or similar customer support role
• Experience using Excel, Word, Powepoint
• Experience with Customer Relationship Management (CRM) tools
• Experience in the automotive sector is an asset
• Excellent communication and problem-solving skills
• Intermediate English level

We offer:

• 6-month fixed-term contract
• Hybrid work
• Food vouchers
• Location: Montevideo, Uruguay