Customer Care Specialist
2 semanas atrás
A **EDP** é uma empresa global de energia, que lidera com base nos valores da Inovação, da Sustentabilidade e Humanização. Recorrendo à tecnologia do futuro criamos soluções altamente focadas nas necessidades das nossas pessoas e dos nossos clientes, nunca descurando do nosso papel e contributo para com a sociedade.
A **Direção de Serviços Corporativos**,** da **EDP Global Solutions SA**, que tem como missão gerir os Serviços Corporativos no Grupo EDP, garantindo a entrega ao Cliente final dentro dos prazos acordados, com elevada qualidade e a custos controlados. Identificar e implementar igualmente iniciativas para otimizar a experiência do Cliente, pretende recrutar um** Customer Care Specialist, para a sua equipa de Customer Care.**
**Descritivo de funções**:
- Implementação de novos serviços e atividades (incluindo campanhas) na linha de atendimento;
- Análise e pedido de atualização de procedimentos na plataforma interna de gestão do conhecimento (Kwiki), Manual de Tom de Voz e telefonia (IVR);
- Acompanhamento de novas atividades e respetiva formações à equipa dos parceiros;
- Análise e acompanhamento dos SLAs contratualizados;
- Análise de indicadores de quality assurance e identificação de iniciativas de melhoria;
- Análise de indicadores de voice of customer nas plataformas existentes;
- Elaboração e validação de cálculos de suporte à faturação da atividade;
- Realização de reuniões mensais/trimestrais com os PSEs e áreas de negócio para balanço da atividade;
- Gestão de projetos e iniciativas de melhoria contínua (Automatização de processos, otimização atividades...).
**Que tipo de perfil procuramos?**
- Licenciatura em Gestão, Economia, Engenharia, Marketing, Comunicação ou outra área desde que possua experiência profissional relevante para a função;
- Experiência de 2 ou mais anos em funções similares;
- Experiência e conhecimentos em Gestão de Operações;
- Conhecimentos de MS Office, nomeadamente Excel (obrigatório);
- Conhecimentos de Power BI e SAP (a valorizar);
- Conhecimentos de Inglês e espanhol (obrigatório);
- Trabalho em equipa, orientação para o cliente, organização, comunicação com vários stakeholders, flexibilidade, espírito crítico;
- Experiência em gestão e implementação de projetos;
- Capacidade de comunicação, proatividade e espírito de equipa.
**Ser EDP é ter acesso a**:
- Uma experiência profissional numa empresa internacional líder no seu setor, com medidas de trabalho e horário flexíveis - **Contrato a Termo Certo**;
- Reconhecimento através de uma remuneração compatível com a função e outros benefícios adicionais;
- Oportunidades de desenvolvimento pessoal e profissional (projetos transversais, mobilidades, voluntariado, etc.);
**Sobre a EDP**
Como empresa socialmente responsável, incorporamos nos nossos valores e práticas os princípios da Diversidade e Inclusão. Para alcançarmos todos os nossos objetivos, pretendemos atrair, desenvolver e reter diferentes perfis, assumindo a diversidade como um fator potenciador e diferenciador de inovação fundamental na nossa organização. Acolhemos e valorizamos todas as pessoas, e estamos comprometidos com a inclusão e sentido de pertença de cada pessoa que integre o Grupo EDP.
- Certificação TOP Employer, pelo TOP Employers Institute (EDP Portugal; EDP Renováveis);
- Pertencer ao Bloomberg Gender Equality Index (EDP Portugal; EDP Renováveis;);
- Certificação em Conciliação (Excelência), pela Fundación Másfamília.
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