CX Junior Analyst

Rappi S.A.S.; Bogotá; Presencial; COP 80.000.000 - 120.000.000; Jornada completa

Descripción de la vacante

Una empresa innovadora de tecnología busca un Analista Junior de CX en Bogotá para mejorar la experiencia de los comerciantes. Este rol es clave para analizar datos, brindar soporte operativo y proponer mejoras continuas. Se requieren habilidades en Excel y SQL, además de una orientación analítica. El trabajo es de modalidad híbrida y está dirigido a profesionales en Administración o campos relacionados.

Formación

• Experiencia previa de 6 meses a 1 año en roles similares.
• Capacidad para análisis básico de datos.
• Habilidades de gestión de bases de datos.

Responsabilidades

• Soporte en el análisis de rendimiento y tendencias de mejoras.
• Seguimiento de casos recurrentes que afectan la experiencia de los comerciantes.
• Colaboración con equipos internos para asegurar un apoyo efectivo.
• Documentación de procesos y casos relevantes.
• Resolución de problemas operativos reportados por socios.
• Participación en sesiones de retroalimentación para mejoras.

Conocimientos

Habilidades analíticas

Orientación a resolución de problemas

Excel avanzado

Conocimiento de SQL

Comunicación escrita y verbal

Trabajo en equipo

Educación

Título en Administración, Ingeniería, Economía, Comunicación o afines

Herramientas

Zendesk

Descripción del empleo

Join us at Rappi and be part of a company that is changing paradigms and revolutionizing how we perceive time!

Why choose Rappi?

• We see opportunities where others see problems
• We see closeness where others see distance
• We see adrenaline where others see pressure

Become part of a team where everyone is capable of everything, with equal opportunities regardless of gender identity, race, religion, nationality, age, disability, training, or experience.

Interested in what you've read so far? Discover how you can deliver magic with us through your Rappi mission.

Here's how you'll impact our ecosystem:

We are looking for a motivated, curious, and analytically-minded CX Junior Analyst to strengthen our merchants' experience at Rappi. This role is key to identifying operational issues, analyzing basic data, and contributing proposals to improve support and service processes.

This position is ideal for those starting their careers and looking to grow in operations, customer experience, or data analysis.

As part of Rappi, your responsibilities will include:

• Supporting performance analysis of placements and helping identify trends and improvement opportunities.
• Operational support:
• Following up on recurring cases affecting merchants' experience.
• Collaborating with internal teams to ensure timely and effective support.

• Basic data analysis:
• Assisting in analyzing CX metrics (complaints, reopenings, TMO, resolution times, etc.).
• Identifying patterns or trends indicating process or tool failures.

• Information management:
• Documenting processes and relevant cases to facilitate internal knowledge sharing.
• Keeping records and reports of incidents or findings up to date.

• Interaction with merchants:
• Assisting in resolving operational or support issues reported by partners.
• Proactively escalating complex cases to the appropriate teams.

• Continuous improvement:
• Participating in feedback sessions to propose improvement ideas.
• Supporting the execution of tests or pilots of new CX solutions.

Requirements to join this vibrant universe:

• Degree in Administration, Engineering, Economics, Communication, or related fields.
• Previous experience of 6 months to 1 year in similar roles or functions.
• Basic analytical skills and problem-solving orientation.
• Advanced Excel skills (filters, pivot tables, formulas).
• Knowledge of SQL.
• Database management skills.
• Desirable: basic knowledge of customer service tools like Zendesk.
• Competencies: good written and verbal communication, teamwork, adaptability, analytical capacity, and proactivity.
• Work mode: Hybrid.

Worker type: Regular

Company: Rappi Technology Colombia

For more information, visit our website https://about.rappi.com/es and check our reviews on Glassdoor https://acortar.link/Eqm07Q.

We look forward to building and delivering magic together! #Rappi