Job Description

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 in all circumstances, instill trust in others, and uphold the organization's values.

• Walk customers through the process and educate them on the requirements.

• Educate customers on timeframes and checklist processes, outlining key components to ensure the timely release of the 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 both inside and 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 by noting customer accounts.

• Transfer calls to the 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 Saving 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 is 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, a warm welcome, and a positive image over the phone.

• Adhere to attendance and punctuality standards. Work additional hours on an 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.

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