Costumer service (service desk)

Descripción general

• The Analyst must comply and/or surpass the goal set for amount of calls taken base on his role. All the calls must be documented on the Bank’s official case management tool.
• The Analyst must comply and/or surpass the goals set for Issue Resolution/Completion, Quality & Assurance and Customer Service during the call.
• The Analyst must troubleshoot to solved in house more than eighty percent of the cases coming thru calls and tickets. In addition, after the analyst exhaust all processes, he should elevate the cases to the respective support group.
• The Analyst must be vigilant to take Calls and/or Chats that are on hold following the process.
• The Analyst must use the Job Aids and assist customers on processes documented.
• The Analyst should maintain awareness of knowledge article and resolution steps posted of client issues with the aid of available tools (e.g. Frequently Ask Questions, Troubleshooting Guides, Knowledge base articles)
• Maintain awareness of reports and services Resolution of client issues with the aid of available tools (e.g. Frequently Ask Questions, Troubleshooting Guides, Knowledge base articles).

Requisitos para aplicar

High School Degree.
University Career or at least evidence of classes taken at the University.
Berlitz English level B1 | B2

Lunes a viernes 8 am a 5pm
Lunes a viernes 2pm a 10pm
Sabado a Miercoles 9 am a 6pm