Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.
Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.
Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.
🚀 Your next challenge
Bringing Customer and Agent Experience to the next level by:
* Guaranteeing delivery of best in class Customer Experience.
* Managing strong supporting processes to continuously improve Agent's soft and hard skills.
* Overseeing multiple channels: phone, mail, webform, whatsapp, chat.
* Improving Customer Journeys together with Marketing, Digital, IT.
* Monitoring Customer Experience KPIs Dashboard.
* Managing third party vendors of business (Contact Center) and technology (Salesforce and Genesys integrator).
🌟 You’re a match
* Proven experience of 5-7 years building Customer Experience approach with at least 3 years in a management role.
* Expertise in Customer Journey mapping and strong knowledge of Customer Care supporting processes.
* Expertise in Feedback Management methodology, client satisfaction survey and NPS analysis.
* Experience in service B2B and B2C. Industries as banking, insurance, telecom and BPOs will be a plus.
* Solid experience in building and monitoring Customer Experience dashboard KPIs such as SLA tickets resolution, AHT, FCR, productivity, etc.
* Proficient in Salesforce y Genesys, or similiar.
* Experience managing third party vendors.
* Knowledge on routing queues´ architecture, forcasting and Erlang.
* Digital and Artificial Intelligence awareness (chatbot, web platform, …)
* Fluent in English and native Spanish speaker.
* Ability to deliver powerful customer-centric solutions.
* Ability to create partnerships and work collaboratively with others to meet shared objectives.
* Ability to consistently achieve results, even under tough circumstances.
* Ability to build strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
* Ability to work in a fast-paced environment and deal with ambiguity.
📍 Your location
Madrid
☀️ Happy at work
1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!
3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.