LiuGong is a general 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)

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)
- WhatsApp Business (QR codes, automation)

Competences
- 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].

Positions based in our office in Lima - Peru

📌 Analista de Centro de Llamadas (San Isidro)
🏢 LiuGong Peru
📍 San Isidro