Contact center agents (advanced english)


Salario confidencial CRC


Publicado 17 Ago 2018


10 Vacantes

Educación Secundaria

Sector de la vacante:

Descripción general

Key Responsibilities / Activities
• Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
• Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
• Develops and maintains knowledge of customer and customer specific business environment
• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
• May perform follow up on incidents with customer to ensure customer satisfaction
• May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
• May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
• May complete and resolve non-call customer contact requests received by mail, web or email

Requisitos para aplicar

Skills Requirements
• Bachelor degree or 3 years diploma with preferable experience on Service Now/ticketing systems
• Good communication and written skills in English.
• Client/Customer handling experience
• Excellent customer service skills
• Proficient in Metrics and Reporting
• Proficient in MS Office including MS Excel, Word and PowerPoint
• Should be capable to take initiatives, team player
• Should be capable to do training with customers
• Develops and maintains good working relationships with others
• Acts confidently in uncertain circumstances; works effectively in ambiguous situations
• Takes well thought-out action to achieve a specific impact
• Positive, energetic, enthusiastic attitude
• Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided

Previous Experience

• +1 year experience in Customer Service.

Language Requirements: Excellent English communication skills (Written and Oral)

Datos complementarios




Bachillerato edu. diversificada

Servicios compartidos

2 años de experiencia


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