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 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:

o Comply and adhere to Auxis operational processes and security policies.
o Use of client management tools for ticketing, ordering and tracking usage.
o Attending 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 resource will work on a versátil 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.

📌 Customer Service Analyst (Barranquilla)
🏢 Auxis
📍 Barranquilla