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 years 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 diploma.
- 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.