Tell us a little about yourself. What does your job at Telefónica involve?
I am a Comprehensive Executive at the Canaima Service Centre. I focus on resolving any issues that customers may have with their Movistar lines.
What does a comprehensive executive at the Service Centre do?
A Comprehensive Executive attends to, manages and resolves customer requests. Their focus is on providing personalised, efficient and decisive service, combining administrative, operational and communication skills.
What are your main duties?
Attending to customers in person, managing multiple requests such as opening, following up and closing cases, resolving problems by acting as a point of contact to resolve issues, carrying out administrative processes and handling documentation, complying with KPIs such as response times, customer satisfaction and service quality.
What key skills do you need?
Effective communication (oral and written), empathy and customer focus, conflict resolution skills, organisation and time management, adaptability to change, knowledge of digital tools (Microsoft, internal systems, etc.) and teamwork.
What are the objectives of this task?
Customer satisfaction, operational efficiency, loyalty, reduced response times and continuous service improvement.
What are the main professional profiles dedicated to these tasks?
- Administration or customer service technicians.
- Professionals in social communication, public relations or marketing.
- People with experience in call centres or service centres.
- Staff with training in process management or service quality.
What impact does the development of new technologies have on this profession?
Automation, where repetitive tasks are managed by bots or systems. Omnichannel; service through multiple channels (WhatsApp, networks, apps). Artificial intelligence, predictive support and data analysis to improve service. Advanced CRM: allowing detailed tracking of each customer. Digital training with access to continuous online training.
Which people working at Telefónica would you nominate for this interview who you consider to be excellent at their job?
For an interview, I would nominate the executives Jorman Paz, Sara Tovar and Williams Rodríguez.
