Customer Service Representative

hace 3 semanas


Guadalajara, Jalisco, México Nextiva A tiempo completo
About the Role

We are seeking a highly skilled and motivated Customer Care Specialist to join our team at Nextiva. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and support to our clients.

Key Responsibilities
  • Provide timely and effective resolution to customer inquiries and issues
  • Utilize real-time resources to overcome customer objectives and cancellations
  • Address service removal and cancellation requests while addressing a variety of customer needs within different levels of complexity
  • Focus on determining the root cause; selecting and explaining the best solution; expediting correction or adjustment for first call
  • Respond 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
Requirements
  • 2+ years of retention 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)
  • 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
What We Offer
  • Competitive salary
  • Major Health insurance for you and for your legal partner and children under 25 years
  • 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


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