Latam Assistance

The **Support Expert** plays a crucial role in ensuring exceptional customer service while providing administrative and operational support to the department **Supervisor/Manager**. This position will:
Perform the same functions as an **Assistance Coordinator/Customer Service Representative**.
Handle **escalated matters** and assist team members with inquiries.
Support special assignments to **improve department efficiency and quality**.
Act as the **interim Supervisor/Manager** in their absence.

This role is ideal for individuals with **strong leadership, problem-solving, and customer service skills**, looking to make a meaningful impact within the organization.

Gather and **document all necessary information** for claim processing.
Provide **accurate information** on GoTrex claims.
Take ownership of **complex cases** to ensure timely resolution.
Maintain confidentiality and adhere to **privacy standards**.
Approve **medical consultations and testing** as per guidelines.
**Escalation Management**: Address escalated calls from members, corporate clients, and providers.

**Required Knowledge, Skills, and Abilities (KSA)**

✔ **Exceptional customer service skills** with a client-focused approach.
✔ Strong **interpersonal and communication skills**.
✔ Ability to **multi-task, prioritize, and work efficiently** under pressure.
✔ **Problem-solving mindset** with attention to detail.
✔ **Proficiency in Microsoft Office Suite** (Excel, Word, Outlook, etc.).
✔ Deep understanding of **Global Excel LatAm Assistance workflows and processes**.

**Requirements & Qualifications**

**College Diploma** required.
**1-2 years of experience** in a customer service role within a **LatAm Contact Center**.
**Bilingual (English & Spanish) required**; additional languages are an asset.

**Join Our Team**

Tipo de puesto: Tiempo completo, Por tiempo indeterminado

Sueldo: $5,316.17 - $19,000.00 al mes

Beneficios:

- Seguro de gastos médicos mayores
- Seguro de vida
- Vales de despensa

Tipo de jornada:

- Turno de 8 horas

Lugar de trabajo: Empleo presencial