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Customer Service Analyst
hace 2 semanas
Job Summary:
The BOS 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:
- 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 the 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.
- Attending all customer service and performance-related scheduled meetings as required.
Skills and Experience:
- English – Spanish Language (Oral and writing 90 % or higher), (C1 or above).
- The resource will work on a flexible schedule. Within our Hours of operation, which are Monday to Sunday from 6:00 am to 10:00 pm.
- The resource will adjust its local schedule with the resources supporting this position during Daylight Saving Time changes in the Eastern Time Zone.
- Must be available to work on weekends.
- Must have a high school diploma or be in progress to complete high school.
- 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 is preferred.
- Good presentation and a polite, tactful, and friendly character.
About Auxis:
Work-Life Balance & Flexibility
- Hybrid work model
- Flexible schedules
- 40-hour work week
- Birthday day off
- Marriage leave
Growth & Development
- Paid training
- Internal training and development programs
- English improvement program
Recognition & Rewards
- Performance recognition program
- Referral bonus program
- Motivational and team-building activities
Health & Security
- Life insurance with MetLife
- Health insurance with Colmédica
Contract
- Permanent contract
