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Customer Service Representative

hace 1 semana

San Francisco, Heredia, Costa Rica Auxis A tiempo completo

Job Overview:

Auxis is seeking a highly skilled Customer Service Analyst to join our team. As a key member of our support staff, you will be responsible for delivering exceptional service and support to end-users.

Responsibilities:

  • Deliver service and support to end-users using automated call distribution phone software via remote connection
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer information and determine the issue by evaluating and analyzing symptoms
  • Diagnose and resolve technical hardware and software issues involving Spectralink products and phone extension configuration
  • Research required information using available resources
  • Follow standard processes and procedures
  • Identify and escalate priority issues per client specifications
  • Redirect problems to the appropriate resource
  • Accurately process and record call transactions using a computer and designated ticketing system
  • Follow up and make scheduled callbacks to customers where necessary
  • Stay current with system information, changes, and updates
  • Complete all reports assigned in the recurrence required
  • Comply with service level agreements
  • Work with support areas to resolve user inquiries
  • Support continuous improvement
  • Support and help on process documentation
  • Comply with the assigned schedule to cover the hours of operation
  • Comply with account KPIs with an average of 95% or above
  • Support at the time required with any task different and/or add to their fixed responsibilities (for coverage issues for vacations, permits, emergencies, and/or fortuitous cases)
  • Support with any other new process at the time the client requires it, provided that it has been officially included in our range of services
  • Support and assist in the documentation of processes that may be required

Requirements:

  • English - Spanish language proficiency (oral and writing, 90% or higher) (C1 or above)
  • The resource will adjust its schedule based on account needs
  • High school diploma completed
  • At least 1 or more years of customer service experience
  • 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 polite, tactful, and friendly character
  • Must be proficient in MS Excel and have a solid background in all MS Office products
  • Fast typing skills