Customer Service Analyst
hace 5 días
**Job Summary**:
- The Customer Service Agent 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**:
- Confer with customers by telephone to provide information about products and services, to take modify orders or account information, or to obtain details of complaints.
- Keep records of customer interactions and transactions, recording details of inquiries,
complaints, and comments, and actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging
merchandise, refunding money and adjusting bills.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect payments, and/or arrange for billing.
- Complete trouble ticket forms, prepare change of address records, and issue service
discontinuance orders, using computers.
- Obtain and examine all relevant information to assess the validity of complaints and to
determine possible causes, such as extreme weather conditions that could increase shipping
delays.
- Solicit sale of new or additional services or products, upsell.
- Review insurance terms with the callers to determine steps to follow for a particular claim to be covered by insurance.
- Compare disputed merchandise with original requisitions and information from invoices and
prepare invoices for returned goods.
- Recommend upgrades in products, packaging, shipping, service, or billing methods and
procedures to prevent future problems or to ensure customer satisfaction.
- Additional responsibilities include:
- Comply and adhere to Auxis operational processes and security policies.
- Use of client management tools for ticketing, ordering and tracking usage.
**Skills and Experience**:
- Active Listening: Giving full attention to what other people are saying, taking time to
understand the points being made, asking questions as appropriate, and not interrupting at
inappropriate times.
- Service Orientation: Actively looking for ways to help people.
- Active Learning: Understanding the implications of latest information for both current and
future problem-solving and decision-making.
- Teamwork: Collaborating efforts to achieve a common goal or to complete a task in the most
effective and efficient way
- Adaptability: Ability to adapt to changed circumstances or environment. Show the ability to
learn from experience and improve the fitness of the learner as a competitor.
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