Position: CSI IGCDP Report to : CSI Chair, MCVP Customer Experience Time Frame: Dec 1 - June 30 CSI is a specialized unit working together with MCVP CX in order to provide solutions to our different stakeholders before, during and after their GCDP Experience while Building up new alternatives to improve our Customer Experience Management. Only iGCDP Position is Available The CSI is expected to provide solutions to every single case opened in AIESEC in Colombia. Their main task is to clarify and solve any EP, Trainee or OP Taker Inquiry as soon as possible. The CSI Team should educate the LCs on how to solve these cases in the first and second level before taking them to the third one, which is the MC and the CSI and prevent the cases to upscale to the ICB at all costs.
Main functions ! ! ! ! ! !
Lead the LCs to High Quality Standards Communication with other MCs Implement Fire-preventing campaign Implement Fire-fighting Strategy Run Promoters & Detractors Strategy Ensure the 16 Minimums Fulfillment
main kpis # Cases Open/Cases Closed # Promoters # Response Rate CEM Culture Implementation % NPS Implementation at local level Minimums Score
questionnaire Experience required TLP, NST or EB Experience.
General requirements ! ! ! ! ! !
Excellent English Solutions-Orientation Fast Responding Decision Making Will of Service Emotional Intelligence
mos ! 100% of their Functional Cases: Closed! ! +65 National NPS ! At least 80% of 16 Minimums Implementation
1. Introduce yourself, Studies & Experience 2. What drives you to apply to the CSI Team? How this contributes to your Career plan? 3. State the 3 main reasons why IGCDP is having Detractors and provide solutions for the three of them 4. Create an Educational plan for Local entities to improve our Customers Experience Management.
Send your Application in One .PDF maximum 4 pages to sara.castrillon@aiesec.net & daniela.zapata@aiesec.net Before 11:11 PM of December 3rd of 2015!
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