FUNCTIONS
Answer incoming and outgoing calls, offering friendly, timely, and efficient customer service.
Provide clear information about the company's products, services, promotions, and processes.
Manage requests, concerns, complaints, or grievances, ensuring respectful and solution-oriented service.
Register and update customer information in CRM platforms and tools.
Follow up on cases until they are fully resolved and customer satisfaction is achieved.
Channel cases or requests that require support from other areas, ensuring proper traceability.
Meet assigned management indicators (response times, customer satisfaction, quality of service, among others).
Maintain constant communication with different departments to resolve requests expeditiously.
Participate in training or updates on products, services, and internal procedures.
Contribute to strengthening the customer experience through empathetic and professional service.
Skills and competencies:
Clear, assertive communication with a positive attitude toward customers.
Active listening and service-oriented.
Ability to work under pressure and handle difficult situations with empathy and calm.
Organizational approach, attention to detail, and responsibility in recording information.
Basic knowledge of CRM platforms, email, and customer service systems.
Willingness to learn and work as a team.