Customer Service Agent - AM Schedule

Job Title:

Customer Service Agent - AM Schedule

Job Description

The Advisor I, Customer Service position operates in a hybrid account, handling inbound calls, outbound calls, and ticket resolution (via email, chat, or other platforms) depending on client requirements. This role provides customer service support and resolves routine issues related to the client's products or services, ensuring efficient and accurate resolution across multiple communication channels.

Candidate Profile 

- Highschool diploma (is a must)
- 85% English (Spoken and written)
- At least 6 months of Customer service experience
- Experience in loans management will be considered a plus, as it may enhance the ability to address customer needs effectively and add value to the support provided.
- Availability to work on site at Zone 13, Guatemala City

SCHEDULES AVAILABLE:

Option #1:

• Friday and Saturday Off

• Schedule: Sunday to Thursday, 7:00 AM – 5:00 PM

• Breaks:

  • 15-minute morning break

  • 30-minute lunch break

  • 15-minute afternoon break

• Days Off: Friday and Saturday

Option 2:

• Schedule: Tuesday to Saturday, 7:00 AM – 5:00 PM

• Breaks:

  • 15-minute morning break

  • 30-minute lunch break

  • 15-minute afternoon break

• Days Off: Sunday and Monday

Essential Functions/Core Responsibilities 

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

   

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

   

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

   

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

   

• Maintain basic knowledge of client products and/or services

   

• Prepare complete and accurate work including appropriately notating accounts as required

   

• Participate in activities designed to improve customer satisfaction and business performance

   

• Offer additional products and/or services

   

• Track, document and retrieve information in call tracking database

   

• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Career Framework Role 

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

GTM Ciudad de Guatemala - 15 Avenida 18-49

Language Requirements:

Time Type:

Full time

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