Customer Service Agent

hace 1 semana

Ciudad de México, Ciudad de México Nextiva A tiempo completo
Customer Service Agent - Retention

Redefine the future of customer experiences. One conversation at a time.

We're changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.

Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If you're ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you're in the right place.

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

Provides focus and drives consistency in the execution of all customer service-related matters and answering inbound and outbound calls from existing customers. Our Customer Care teams foster trust with existing customers by both educating and selling them on the value of Nextiva.

The successful Customer Service Representative will develop and execute a customer-focused strategy that will lead to greater retention and drive repurchase loyalty and will nurture the customer relationship acting as a sales enabler to drive repurchase loyalty toward Nextiva equipment and services. This individual ensures maximum correlation between customer requirements and Nextiva products and/or services to strive for consistent delivery by exceeding customer expectations. Additionally, they will aim to uphold the Nextiva mission statement of AMAZING Service while holding accountability for all departments and team members.

  • Over 90% of the communication in this role will be in English (verbal & written). Please send us your resume in English when applying.
  • This person will be an employee of Nextiva, supporting Nextiva customers.
  • This position will be 100% on-site at our Nextiva Guadalajara office.
The Day-to-Day
  • Inbound and outbound point-of-contact for service-related activities, ensures consistent communication and sells the value of the Nextiva product line.
  • Responsible for answering calls out of a live queue.
  • Utilize real-time resources to overcome customers' objectives and cancellations.
  • Address service removal and cancellation requests while addressing a variety of customer needs within different levels of complexity.
  • Focusing on determining the root cause; selecting and explaining the best solution; expediting correction or adjustment for first call.
  • Responds with a sense of urgency and accuracy to overcome customers' objectives and cancellations.
  • Expediting correction or adjustment; following up to ensure timely resolution and to provide the best customer experience and a positive business relationship moving forward.
  • Account retention, account reconciliation, account updates, document requests, invoices, contract negotiations, etc.
  • Coordinates service activities with Nextiva's Legal, Sales, Operations, Billing, Collections, and Technical Support teams to ensure all customer needs and expectations are met.
  • Ensures compliance levels are met in accordance with all maintenance contracted service level agreements.
  • Ability to identify the customer's need and recommend additional Nextiva products and services.
  • Demonstrates excellent interpersonal, written, and oral communication skills including the ability to ask probing questions to understand concerns and overcome objections while finding opportunities to upsell or cross-sell.
  • Meets Quality Assurance Requirements and other key performance metrics.
Job Qualification/Requirements
  • 2+ years of retention/sales experience or customer-facing phone support with a strong practice of empathy, confidence, and assertiveness when communicating with customers.
  • English language fluency required (both verbal and written).
  • Be comfortable to communicate with customers by phone, email, and chat.
  • High sense of urgency and demonstrated ability to take ownership and meet defined metrics.
  • Ability to cross-sell and/or upsell when appropriate.
  • Strong problem-solving, negotiation, and customer retention skills.
  • Proven experience in delivering and communicating on time.
  • Ability to establish and maintain strong cross-departmental relationships.
  • Excellent written and verbal communication skills.
  • Proficient in MS Office/Office 365 (Word, Excel, PowerPoint), Google, Microsoft Teams.
  • Ability to thrive in a fast-paced, constantly evolving environment.
  • This position demands the capacity to work flexible hours, and there may be instances where additional work hours, as well as weekend and holiday shifts, may be required.
  • The candidate must have reliable transportation and be able to work Nextiva's Arizona time (MST).
Competencies
  • Oral/Written/Persuasive Communication, Interpersonal Awareness and Influencing Others
Rewards & Benefits

We offer a competitive salary, and you will be eligible to sign up for our benefits package on your first day of employment

  • Major Health insurance for you and for your legal partner and children under 25 years.
  • Option to apply to the on-site meal program (based upon Nextiva's internal rules).
  • Vision and Dental covered.
  • Life Insurance – 24 times your monthly salary.
  • 30-day Christmas Bonus (Aguinaldo).
  • 50% Vacation premium.
  • 12 days for vacations on your first-year anniversary.
  • Newly hired full-time employees of Nextiva earn ten (10) personal days before their first anniversary.
  • After your first year you will be entitled to 5 personal days each year after each anniversary date additional to your vacation days.
  • Company matched Food Vouchers – You receive 1 x monthly UMA (Unidad de Medida y Actualización) per month.
  • Company matched savings fund – 13% of your monthly salary capped to 1.3 times the annual value of the UMA.
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