Société Générale de Surveillance

Testing, inspection, and certification services globally

Customer Experience & E-commerce Analyst

Customer Support +1Confirmed live in the last 24 hours

Full-timeCallao, PeruNo salary listedHybrid

About the Job

Requirements

A completed technical qualification or university education in Administration, Marketing, Business, Industrial Engineering, Communications, or a related field.
At least 2 years of experience in Customer Experience, E-commerce, Inside Sales, digital sales, Customer Success, or similar B2B roles.
Proven experience serving customers through digital channels.
Experience following up on leads, quotations, or commercial opportunities.
Experience working with objectives or key performance indicators.
Experience using a customer relationship management system, e-commerce platform, or customer management tool.
Customer orientation and results orientation.
Oral and written communication skills.
Persuasion skills and ability to follow through and close opportunities.
Organization and prioritization skills.
Proactivity and analytical ability.
Adaptability and ability to work through process changes.

Responsibilities

Manage customer inquiries from different commercial fronts, including customer service channels and referrals.
Guide customers throughout the digital purchasing process.
Resolve inquiries, incidents, and difficulties that may prevent a purchase.
Coordinate with internal SGS teams to ensure timely responses to customers.
Follow each request through to closure and resolution.
Follow up on commercial opportunities and quotations that have not converted.
Record results and propose improvements to increase the conversion rate.
Run recovery campaigns for abandoned carts, leads requesting information or environmental analyses, and lost or inactive opportunities.
Propose new commercial actions to increase channel conversion and revenue.
Identify barriers that hinder adoption of the digital channel.
Support customers accustomed to traditional channels as they transition to e-commerce.
Gather customer insights and feedback to improve the digital experience.

Descripción del empleo

Atender y gestionar consultas de clientes provenientes de los diferentes frentes comerciales (canales de atención al cliente y referidos).
Acompañar al cliente durante todo el proceso de compra digital.
Resolver consultas, incidencias y dificultades que puedan impedir la compra.
Coordinar con las áreas internas de SGS para asegurar una respuesta oportuna al cliente.
Realizar seguimiento hasta el cierre y resolución de cada solicitud.
Realizar seguimiento de oportunidades comerciales y cotizaciones no concretadas.
Registrar resultados y proponer mejoras para incrementar la tasa de conversión.
Ejecutar campañas de recuperación de carritos abandonados, leads que hayan solicitado información o análisis ambientales y oportunidades perdidas y/o desiertas.
Proponer nuevas acciones comerciales para incrementar la conversión y facturación del canal.
Identificar barreras que dificulten la adopción del canal digital.
Acompañar a clientes acostumbrados a canales tradicionales en su transición hacia el E-commerce.
Recoger insights y comentarios de los clientes para mejorar la experiencia digital.

Requisitos

Formación

Técnico egresado o universitario de las carreras de Administración, Marketing, Negocios, Ingeniería Industrial, Comunicaciones o carreras afines.

Experiencia

Mínimo 2 años de experiencia en posiciones de Customer Experience, E-commerce, Inside Sales, ventas digitales, Customer Success o similares en segmentos B2B.
Experiencia comprobada atendiendo clientes mediante canales digitales.
Experiencia realizando seguimiento de leads, cotizaciones u oportunidades comerciales.
Experiencia trabajando con objetivos/KPIs.
Experiencia utilizando un CRM, plataforma e-commerce o herramienta de gestión de clientes

Competencias

Orientación al cliente.
Orientación a resultados.
Excelente comunicación oral y escrita.
Capacidad de persuasión.
Capacidad de seguimiento y cierre.
Organización y manejo de prioridades.
Proactividad.
Capacidad analítica.
Adaptabilidad y facilidad para trabajar en procesos de cambio.

Información adicional

Ingreso a planilla desde el primer día.
EPS cubierto al 80%
Seguro de Vida Ley.
Capacitaciones constantes.
Convenios Corporativos.

About the Company

Société Générale de Surveillance

Testing, inspection, and certification services globally

SGS provides testing, inspection, and certification services to help clients meet regulations, ensure quality and safety, and gain market access. It runs laboratory testing, on-site inspections, and certification against standards, often with training and consulting, across a wide range of industries. The services rely on a global network of laboratories and offices that deliver localized solutions with global expertise. What sets SGS apart is its large global footprint and its emphasis on quality, integrity, risk mitigation, and sustainability, enabling it to serve a diverse set of customers from small businesses to multinationals. The company's goal is to help customers comply with regulations, improve product quality and safety, reduce risk, and boost productivity across markets.

Company size: 10,001+
Company stage: IPO
Headquarters: Geneva, Switzerland
Founded: 1878

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