Join to apply for the BOS Analyst role at Auxis
1 day ago Be among the first 25 applicants
Join to apply for the BOS Analyst role at Auxis
Get AI-powered advice on this job and more exclusive features.
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.
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 above)
- 1 -2 year s of prior Customer Service/Call Center experience
- Customer Service Analyst 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 -site full time .
- Must have a high school diplom a .
- Excellent verbal and written communication skills.
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 .
- Ability to interact with customers and all levels of internal personnel.
- Proficient knowledge of computer systems / software.
- Attention to detail.
- Project an energetic attitude, warm welcome and positive image over the phone.
- Adhere to attendance and punctuality standards.
Work additional hours on as needed basis.
- Adapt to change and meet the changing demands of the work environment.
- Working knowledge of all customer service reports and systems
- Organizational, analytical, and problem-solving skills are essential.
- The ability to effectively handle multiple assignments is required .
Seniority level
Seniority level
Entry level
Employment type
Employment type
Full-time
Job function
Job function
Business Development and Sales Industries
Outsourcing/Offshoring
Referrals increase your chances of interviewing at Auxis by 2x
Sign in to set job alerts for “Analyst” roles.
ANALISTA NAL.
SOLUCIONES S&S GCGIA - 14401
HR Services Analyst (Care Center Analyst)
(Networking) Technical Support Consultant (Colombia)
Bilingual Systems Engineer Sage ERP Specialist (Freelance Consultant)
We’re unlocking community knowledge in a new way.
Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr