As a Member Support Analyst, the primary role is to provide exceptional support service for digital and telephone channels, efficiently addressing member requests.

Categorize and review tickets comprehensively, considering products, contracts, history and specific details before channeling or responding to them. Offer timely initial responses and follow-up on each request, hand-in-hand with the corresponding area, closing it only when resolved and providing solutions or alternatives when necessary. Escalate requests in less than 20% of cases and maintain high telephone adherence, answering calls without letting them wait in the queue. For the role, actively participating in constant improvement projects is key, managing deliveries and evaluating the qualitative/quantitative impact of the implemented improvements.

One of the main objectives is to ensure a positive experience for members and contribute to the operational efficiency of the organization in addition to account retention.

Main activities and responsibilities:

Respond to support requests

1. Properly classify requests.

2. Review the account in general terms (In applicable cases)

Product TypePrevious requestsContractNumber of people vs. assetsPrimary Member and Account Manager of the accountSpaceman/Balance detailsa. Invoicesb. Pending balance c. Payment notification emailsd. Payment method changee. Payment attempts

3. Building visits

4. Credit usage

5. Reservations

Give a timely first response

Follow up on the request (*Maximum every 8 hours, Minimum 2 times before closing)

*Except in cases that require follow-up.

Close the request once it is resolved and propose a solution or an alternative to the member. (In applicable cases)

If necessary, escalate the request to the corresponding area/team (<20%)

Telephone Contact.

Have a 70% adherence to the phone.

Take calls without letting them sit in the queue or go unanswered.

Follow verification process

Leave appropriate notes so that a good FUP can be achieved.

Open request for follow-up (In applicable cases)

Schedule Call Back if necessary

Participation in constant improvement projects.

Project management

Qualitative and/or quantitative measurement

Justification and impact.

Qualifications and Skills:

Bachelor's degree

English proficiency (80%)

+ 1 year of experience in customer service or hospitality sector.

Soft skills, customer service

CRM skills such as Salesforce would be recommended

Writing skills

Good spelling

Technological skills

Reading comprehension