Join Rappi, a company that is redefining paradigms and revolutionizing how we perceive time We see opportunities where others see problems, proximity where others see distance, and adrenaline where others see pressure. Become part of a team where everyone can do everything, with equal opportunities regardless of gender, race, religion, nationality, age, disability, training, or experience. Are you excited by what you've read? Discover how you can create magic with us through your Rappi mission. Impact on our ecosystem: We are looking for a motivated, curious, and analytically minded CX Junior Analyst to enhance our merchants' experience at Rappi. This role is crucial for identifying operational issues, analyzing basic data, and proposing process improvements. Ideal for those starting their careers and interested in operations, customer experience, or data analysis. Responsibilities include: - Supporting performance analysis of placements and identifying 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 indicating process or tool failures. - Information management: - Documenting relevant processes and cases for internal knowledge sharing. - Maintaining updated incident and findings reports. - Interaction with merchants: - Assisting in resolving operational or support issues reported by partners. - Proactively escalating complex cases to relevant teams. - Continuous improvement: - Participating in feedback sessions to suggest improvements. - Supporting testing or pilots of new CX solutions. Requirements: - Degree in Administration, Engineering, Economics, Communication, or related fields. - 6 months to 1 year of experience in similar roles or functions. - Basic analytical skills and problem-solving orientation. - Advanced Excel skills (filters, pivot tables, formulas). - Knowledge of SQL and database management. - Desirable: Basic knowledge of customer service tools like Zendesk. - Strong written and verbal communication, teamwork, adaptability, analytical, and proactive skills. Work modality: Hybrid Worker type: Regular Company: Rappi Technology Colombia For more info, visit our website https://about.rappi.com/es and check reviews on Glassdoor. We look forward to building and delivering magic together #Rappi #J-18808-Ljbffr