Customer Service Analyst

at  Auxis

Barranquilla, Atlántico, Colombia -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate17 Dec, 2024Not Specified19 Sep, 2024N/ACommunication Skills,Flexible Schedule,Customer SatisfactionNoNo
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Description:

Job Summary:
The Customer Service 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, 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 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.
  • Comply and adhere to Auxis operational processes and security policies.
  • Use of client management tools for ticketing, ordering, and tracking usage.
  • Must 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 customer service analyst will work on a flexible schedule.
  • 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 or in progress to complete high school.
  • Excellent verbal and written communication skills. 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

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, 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 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.
  • Comply and adhere to Auxis operational processes and security policies.
  • Use of client management tools for ticketing, ordering, and tracking usage.
  • Must attend all customer service and performance-related scheduled meetings as required


REQUIREMENT SUMMARY

Min:N/AMax:5.0 year(s)

Outsourcing/Offshoring

Banking / Insurance

Customer Service

Diploma

Progress to complete high school

Proficient

1

Barranquilla, Atlántico, Colombia