Associate Customer Care

hace 6 días

Tlahuac, México First Advantage A tiempo completo

**_ Responsibilities:_**
- _ Open and conduct all conversations professionally and with empathy. Customer Care Representatives must remain calm, listen carefully, be polite, explain reasons for the current situation and what s/he/they will be doing to help resolve this issue._
- _ De-escalation of client frustration is a key responsibility of the agent. Calls are randomly monitored by supervisors for quality control and employee development/training purposes_
- _ Document all information gathered, and actions performed during the customer care interaction (the call) in the relevant FA systems. This includes the reason for the call, information shared, the resolution, escalation to the appropriate teams, and follow-up activities needed. Tickets may need to be logged and assigned to other departments, such as Operations or Information technology. These departments may need to be reached during the call as well (real time). This may also include helping the caller capture computer screen images that can be added/uploaded to the documentation. This documentation activity occurs during the call itself and shortly after. Complete information must be entered into various systems within 90 seconds to 2 minutes after the call closes in order to take the next call._
- _ The Associate Customer Care Representative also contributes to knowledge content in the reference center that supports continued enrichment of online resources that helps to resolve support cases while promoting the value of this content to all customer_
- _ Manage pace and quality of work to meet goals. Make changes to improve based on feedback from supervisors or performance metrics that are tracked and shared (e.g., number of calls per day, length of call, quality assurance scores for accuracy, customer satisfaction scores, compliance with process, confidentiality, and professionalism, etc.)._
- _ Share the voice of the customer through appropriate channels to ensure all parts of the organization benefit and have the actionable information needed to drive business decisions._

United States Equal Opportunity Employment:
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