Job Summary
The Customer Service 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
Answer customer calls regarding client services (Passports and Visas)
Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores.
Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
Walk customers through the process and educate them on the requirements.
Educate customers on timeframes and checklist processes, outlining key components to ensure timely release of passport.
Resolve customer concerns through a One Call Resolution vision.
Listen carefully to our customers to ensure appropriate responses.
Tactfully handle upset customers with empathy.
Mirror service offerings to travel needs – offer upgrades/downgrades appropriately.
Communicate with customers inside and/or outside the company where considerable resourcefulness, tact and procedural knowledge are required.
Input all concerns or suggestions for company follow-up, as well as survey responses.
Adhere to department guidelines when servicing our customers.
Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction.
Notify management of problems or trends and provide feedback both via email and noting customer accounts.
Transfer calls to appropriate department.
Assist other department personnel as needed due to fluctuating workloads.
Perform other related duties as assigned.
Comply and adhere to Auxis operational processes and security policies.
Must attend all customer service and performance-related scheduled meetings as required.
Skills and Experience
English –Spanish Language (Oral and writing 90 % or higher) (C1 or ab