LiuGong is a integral leader in construction machinery, recognized for innovation, reliability, and over 65 years of experience in building equipment that powers infrastructure and industry worldwide.
POSITION SUMMARY The Call Center Analyst is responsible for monitoring, analyzing, and improving the performance of call center operations. This role focuses on data-driven insights to enhance customer service quality, operational efficiency, and agent productivity. The analyst serves as a key bridge between operations, workforce management, and quality assurance teams.
WHAT YOU WILL DO
- Monitor ticket and request system via WhatsApp/QR
- Classify and categorize types of requests
- Create work orders in GCSS and assign to teams
- Follow up on open orders
- Conduct post-resolution satisfaction surveys
- Maintain an archive of customer records and profiles
- Daily/weekly reports (volume, response, satisfaction)
- Meet LIUGONG CARE standards
WHAT YOU BRING
Education:
- Bachelor's Degree in Administration, Executive Secretarial, Communications or related careers
Experience:
- Minimum 3-4 years in customer service, call center or administrative coordination
- Desirable: experience in heavy equipment/machinery/mining industry
- Ticketing or CRM management
Technical Skills:
- Operating systems (Windows, MacOS)
- Collaborative tools (Google Workspace, Microsoft 365)
- Software de tickets/GCSS
- WhatsApp Business (QR codes, automation)
Competences
- Excellent written and verbal communication
- Patience and empathy with customers
- Organization and multitasking
- Problem-solving with criteria
- Customer orientation and results
- Attitude of service and willingness to learn
Languages:
- Fluent in [English / Spanish / both as required].
Are you ready to become our new colleague? Please apply and submit your english resume, indicating salary expectations.
- Positions based in our office in Lima - Peru
- No visa sponsorship will be provided.
📌 Analista de Centro de Llamadas (San Isidro)
🏢 LiuGong Peru
📍 San Isidro
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