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hace 2 meses
Customer Service Analyst
The Customer Service Analyst is responsible for delivering exceptional business and client support, both independently and collaboratively within a project team. This role emphasizes assisting Auxis managed services and customer service clients to achieve optimal levels of client satisfaction and operational efficiency.
Key Responsibilities
• Respond to client inquiries regarding service offerings (Passports and Visas).
• Achieve all performance metrics, including call efficiency, quality, volume, and customer satisfaction scores.
• Treat all individuals with respect, fostering trust and upholding the organization’s values.
• Guide clients through processes and educate them on necessary requirements.
• Inform clients about timelines and checklist procedures, highlighting essential components for timely passport release.
• Address client concerns with a focus on achieving resolution in a single interaction.
• Actively listen to clients to ensure appropriate and effective responses.
• Handle dissatisfied clients with empathy and professionalism.
• Align service offerings with client needs, suggesting appropriate upgrades or alternatives.
• Communicate effectively with clients and internal stakeholders, demonstrating resourcefulness and procedural knowledge.
• Document all client feedback and suggestions for company follow-up, as well as survey responses.
• Adhere to departmental guidelines while servicing clients.
• Complete necessary follow-up actions to alert relevant departments about issues that may affect client satisfaction.
• Report trends or issues to management and provide feedback through appropriate channels.
• Transfer calls to the relevant department as needed.
• Support colleagues in other departments during peak workload periods.
• Perform additional related duties as assigned.
• Comply with and adhere to Auxis operational processes and security protocols.
• Attend all required customer service and performance-related meetings.
Required Skills and Experience
• Proficiency in English and Spanish (oral and written communication at 85% or higher).
• 1-2 years of experience in Customer Service or Call Center environments.
• Flexibility to adjust local schedules in alignment with Daylight Savings time changes in the Eastern Time Zone.
• Availability to work on-site full-time.
• High school diploma is mandatory.
• Excellent verbal and written communication skills, with a genuine interest in assisting clients.
• Strong communication skills and engagement are essential.
• Proven experience in delivering high levels of client satisfaction in a fast-paced, high-demand environment is preferred.
• Professional demeanor with a polite, tactful, and friendly approach.
• Ability to interact effectively with clients and all levels of internal personnel.
• Proficient in computer systems and software.
• Attention to detail is crucial.
• Project a positive attitude and welcoming demeanor over the phone.
• Adhere to attendance and punctuality standards, with a willingness to work additional hours as needed.
• Adaptability to changing demands in the work environment.
• Familiarity with customer service reporting and systems.
• Strong organizational, analytical, and problem-solving skills are essential.
• Ability to manage multiple assignments effectively.
