Customer Service Executive (CSE)

Description

Job Summary: We are seeking a Customer Service Executive (CSE) to manage the end-to-end customer experience, handle inquiries, coordinate internally, and propose improvements. Key Highlights: 1. Responsible for managing our customers' experience from beginning to end. 2. Customer service and follow-up through various channels. 3. Internal coordination and analysis to propose process improvements. Are you someone who not only solves problems but also thinks about how to improve processes so that the same issue does not recur? We are a Chilean family-owned company, a leader in the egg and egg products industry, with over 70 years of history and presence across multiple commercial channels, including E\-Commerce. We seek a CSE with a strong service orientation, excellent communication skills, and an analytical mindset. **What will you do in this role?** You will be responsible for managing our customers' experience from beginning to end: from the moment a request is received until its resolution. Your work will focus on three main areas: **Customer Service and Follow-up** * Handle inquiries, requests, and complaints via phone, WhatsApp, email, and other channels. * Proactively contact customers regarding issues related to orders, products, or deliveries. * Manage complaints concerning quality, damaged products, shortages, order errors, or delivery delays. * Keep each customer informed throughout the entire process until their case is resolved. **Internal Coordination** * Continuously coordinate with Logistics, Production, and commercial departments to resolve incidents. * Promptly identify and escalate critical cases requiring intervention from other departments. * Internally track escalated cases to ensure their resolution and communicate outcomes to customers. **Recording, Analysis, and Reporting** * Create and maintain databases for customer interactions, complaints, and incidents, ensuring full traceability. * Categorize cases by channel, product, complaint type, root cause, and resolution. * Prepare periodic CSE reports and KPIs to identify trends and recurring causes. * Propose process improvements based on daily operational insights. **What are we looking for?** * Technical degree in Administration, Commercial Management, Logistics, or a related field. * Prior experience in customer service or customer support, preferably with E\-Commerce customers. * Experience in food, fast-moving consumer goods (FMCG), retail, or fresh/perishable products is desirable. * Experience working with databases, incident tracking systems, and reporting tools. * Intermediate Excel proficiency **(mandatory)** and experience with customer service platforms, CRM systems, or E\-Commerce platforms (desirable). * Strong communication skills, problem-solving ability, and a structured, organized, and analytical mindset. **What do we offer?** * Complementary health, dental, and life insurance at no cost to you. * Biannual salary adjustments based on the Consumer Price Index (IPC). * A paid day off on your birthday. * Los Andes Compensation Fund membership. * Commuter bus service from San Bernardo. **Conditions** On-site in San Bernardo, Región Metropolitana Full-time, 40 hours per week Fixed-term or indefinite contract