The Customer Service Automation & Data Analyst will drive digital transformation and operational efficiency within Customer Service area by identifying, developing, and implementing automation and AI-driven solutions. The role will leverage data analytics, process automation, virtual agents, and digital technologies to optimize operational processes, strengthen customer self-service capabilities, and provide actionable insights that support business decision-making.
Also, the role will provide backup support for key Customer Service operational processes to ensure business continuity when required

Responsibilities

• Process Automation & Optimization: identify opportunities to simplify and automate processes, design and implement solutions that improve efficiency and reduce manual activities, by developing and implementing AI solutions, virtual agents, bots, automation, using tools such as Microsoft Copilot and Power Automate.
• Data Analytics & Business Insights: understand, manage, consolidate, analyze, and transform operational data into meaningful insights and dashboards,



reports to follow main KPIs, to support decision-making and improvement opportunities identification.
• Digital Self-Service Channel Management: support the management, monitoring, and continuous improvement of customer self-service channels such as WhatsApp, Chatbots, IVR, Self-service portal and core system, identifying opportunities to increase digital adoption and improve customer experience. Will be responsible to support the test the improvement, monitoring the quality of the channels, and reporting of those channels.
• Execute operational processes and provide backup support for key Customer Service activities, ensuring business continuity and timely execution of critical tasks when required.

Qualifications
• Bachelor’s degree in industrial engineering, Systems Engineering, Business Administration, Data Analytics, Information Technology, or related fields is required
• Additional train

📌 Customer Service Automation (Guaduas)
🏢 GM Financial
📍 Guaduas