Postúlate en Kit Empleo: kitempleo.com.co/empleo/1as5ee

Job Summary:
The BOS 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, and 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.
- Additional responsibilities include:

- Comply and adhere to Auxis operational processes and security policies.
- Use of client management tools for ticketing, ordering and tracking usage.
- Attending all customer service and performance-related scheduled meetings as required.
**Skills needed**:

- Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Service Orientation: Actively looking for ways to help people.
- Active Learning: Understanding the implications of latest information for both current and future problem-solving and decision-making.
- Teamwork: Collaborating efforts to achieve a common goal or to complete a task in the most effective and efficient way.
- Adaptability: Ability to adapt to changed circumstances or environment. Show the ability to learn from experience and improve the fitness of the learner as a competitor.

**Performance Objectives**:
1.



80% of calls answered within 30 seconds.
2. An average of 10 calls answered per hour.
3. Average handle time, less than 5:30 minutes.
4. Quality 90%

Skills and Experience:

- English - Spanish Language (Oral and writing C1 or above).
- The resource will work on a adaptable schedule. Within our Hours of Operations which are Monday to Sunday from 6:00 am to 10:00 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 or in progress to complete high school.
- 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.

About Auxis:
Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization.
- Benefits_
- Health benefits including medical, vision, and dental.
- Asociacion Solidarista
- Training and development programs
- Employee recognition program
- Paid time off and family-paid leave
- Paid day off for your birthday!

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1as5ee

📌 Bos Analyst (Barranquilla)
🏢 Auxis
📍 Barranquilla