• Customer Service Agent Trilingual

    Location CR-Heredia
    Posted Date 2 weeks ago(6/13/2018 12:10 PM)
    Job ID
    2018-1358
    # of Positions
    1
    Category
    Customer Service/Support - Customer Service
  • 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.
    • 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 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

    • High School graduate 
    • Spanish: Excellent or Native
    • Very good English and French (90 %)
    • Previous experience in call centers
    • Resource will work Monday to Friday, Eastern Time.
    • Resource will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone.
    • Excellent verbal and written communication skills. A genuine interest in working with and helping customers
    • Must possess excellent communication skills and Integrity, and Involvement.
    • Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment

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