Customer Support Agent- Spanish Speaker
Há 1 mês
Un
Ejecutivo de Soporte al Cliente
actúa como un enlace, proporcionando información sobre productos y servicios, respondiendo preguntas y resolviendo cualquier problema que puedan enfrentar nuestros agentes en nuestra red global con precisión y eficiencia. Los mejores Ejecutivos de Soporte al Cliente realmente esperan ayudar a los clientes y agentes. Son pacientes, empáticos y apasionados por la comunicación. Les encanta hablar y conocen la importancia de tener buenas habilidades de comunicación. Los Ejecutivos de Soporte al Cliente pueden ponerse en los zapatos de sus clientes y defenderlos cuando sea necesario. La resolución de problemas también es natural para estos agentes de soporte al cliente. Tienen confianza en solucionar problemas e identificar cuando no tienen suficiente información para responder preguntas de los clientes o resolver quejas. El objetivo es garantizar excelentes estándares de servicio, responder eficientemente a las consultas de los clientes y lograr una alta satisfacción del cliente. Deben tener excelentes habilidades de comunicación, ya que hablarán directamente con los clientes. También deben tener un conocimiento exhaustivo de los productos, servicios de su empresa y buenas habilidades informáticas para poder responder preguntas de los clientes. También deben tener una actitud agradable para poder calmar a los clientes potencialmente hostiles y deben trabajar en un entorno rápido.
Horario :Lunes a sábado 44 horas (formato híbrido)
Responsabilidades Generales:
Ser el primer punto de contacto para todas las consultas de agentes/clientesManejar un gran volumen de llamadas telefónicas entrantesGestionar un gran volumen de tickets y chatsIdentificar y evaluar las necesidades del cliente para lograr la satisfacciónConstruir relaciones duraderas y de confianza con agentes/clientes a través de una comunicación abierta e interactivaProporcionar información precisa, válida y completa utilizando los métodos/herramientas adecuadosLograr los objetivos personales de ventas del equipo de servicio al cliente y las cuotas de manejo de llamadasManejar quejas de clientes, proporcionando soluciones y alternativas apropiadas dentro de los plazos establecidos; hacer seguimiento para asegurar la resoluciónSeguir procedimientos, pautas y políticas de comunicaciónEsforzarse por interactuar con los clientesMantener siempre una actitud positiva, empática y profesional hacia los clientes.Responder rápidamente a las consultas y mantener buenas relaciones con nuestros agentes/clientesEvaluar y resolver consultas, solicitudes y quejas a través de todos los canales entrantes. Ej., Correo electrónico, WhatsApp, Freshdesk, Hangouts, Ms Teams, etc.Dominar las reglas de MLRO para prevenir el lavado de dinero, aplicar todas las reglas y regulaciones de cumplimiento y prevención del lavado de dinero en cada territorio en el que operanDebe ejercer un juicio sólido y tomar decisiones para cada servicio solicitado por agentes/clientes dentro de los procedimientos establecidosProporcionar a todos los agentes información completa sobre nuestros servicios y políticas y procedimientos de Small World.Mantener bases de datos electrónicas de cartas, correos electrónicos y formularios recibidos de agentes/clientes. Completar encuestas y tareas según lo solicitado por el supervisorCompletar tareas administrativas generales, por ejemplo, enviar correos electrónicos
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