Customer Service Agent

hace 7 días

Heredia, Costa Rica Auxis A tiempo completo

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 in order 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, as well as 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 in order 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.
- Complete trouble ticket forms, prepare change of address records, and issue service discontinuance orders, using computers.
- Obtain and examine all relevant information in order to assess 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 in order 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 in order 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.
- Attend 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 Operations which are Monday to Sunday from 6:00 am to 9:00 pm.
- The resource 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 weekends.
- Must have a high school diploma.
- 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.

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