Customer Service Representative

hace 5 días

Barranquilla, Atlántico, Colombia Auxis A tiempo completo

Job Summary

The Customer Service Analyst will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis managed services and customer service clients to ensure high levels of customer satisfaction and productivity.

Responsibilities

  • Answer customer inquiries regarding client services.
  • Meet all agent KPI's including call efficiency, quality, quantity, and NPS customer satisfaction scores.
  • Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
  • Walk customers through the process and educate them on the requirements.
  • Resolve customer concerns through a One Call Resolution vision.
  • Listen carefully to our customers to ensure appropriate responses.
  • Tactfully handle upset customers with empathy.
  • Mirror service offerings to travel needs – offer upgrades/downgrades appropriately.
  • Communicate with customers inside and/or outside the company where considerable resourcefulness, tact, and procedural knowledge are required.
  • Input all concerns or suggestions for company follow-up, as well as survey responses.
  • Adhere to department guidelines when servicing our customers.
  • Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction.
  • Notify management of problems or trends and provide feedback both via email and noting customer accounts.
  • Transfer calls to appropriate department.
  • Assist other department personnel as needed due to fluctuating workloads.
  • Perform other related duties as assigned.
  • Comply with and adhere to Auxis operational processes and security policies.
  • Must attend all customer service and performance-related scheduled meetings as required.

Requirements

  • English –Spanish Language (Oral and writing 85% or higher) (B2 + or above)
  • 1-2 years of prior Customer Service/Call Center experience
  • Customer Service Analyst will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone.
  • Must be available to work on-site full time.
  • Must have a high school diploma.
  • Excellent verbal and written communication skills. A genuine interest in working with and helping customers.
  • Must possess excellent Communication skills and Involvement.
  • Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
  • Good presentation and a polite, tactful, and friendly character.
  • Ability to interact with customers and all levels of internal personnel.
  • Proficient knowledge of computer systems / software.
  • Attention to detail.
  • Project an energetic attitude, warm welcome and positive image over the phone.
  • Adhere to attendance and punctuality standards. Work additional hours on as needed basis.
  • Adapt to change and meet the changing demands of the work environment.
  • Working knowledge of all customer service reports and systems.
  • Organizational, analytical, and problem-solving skills are essential.
  • Ability to effectively handle multiple assignments is required.

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