Job type: ?
location: mexico, ciudad de mexico
job id: 244939w
category: ?
? - 04/16/2025
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?: the customer service process automation analyst is a critical role within the customer service organization, operating across the americas and emea regions as part of the enablement team.
the specialist will leverage expertise in key customer service systems such as sap, sf platform, and other relevant applications to drive automation and process improvements.
responsibilities: lead automation initiatives: act as the primary contact for driving automation strategies and process improvements across the region.best practices development: identify, document, and implement regional best practices, along with training and change management opportunities to enhance operational efficiency.business process improvement: champion initiatives that drive business process optimization and automation across the customer service teams.training program development: design and deliver training programs focused on automation tools and processes to meet the evolving needs of the organization.support bpcs: assist bpcs with assigned tasks to deepen knowledge of bpc roles and responsibilities, facilitating knowledge transfer across the team.ecommerce support: engage in basic line of support of ecommerce systems to ensure seamless service delivery.stakeholder engagement: maintain regular contact with regional bpcs through calls and meetings to share insights and updates on automation initiatives.system knowledge development: acquire in-depth knowledge of customer service systems (primarily sap p23/p80 and sfsc) to provide foundational support and troubleshoot common issues.qualifications: bachelor's degree is required.microsoft suite of tools knowledge – power platform, sharepoint, clipchamp.automation tools – experience with robotic process automation (rpa) tools (e.g.
blue prism) and other data and document automation tools (e.g.
macros, docusign).operational troubleshooting – ability to identify process gaps and issues.teamwork – ability to work collaboratively with the cross-functional teams across the regions.analytical thinking, problem solving, decision making, and communication skills.data mining and analysis experience.sap, ecommerce knowledge and sfdc knowledge is a plus.language – fluent / very good english skills.preferred: customer service and/or cs support experience.
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