Agente de Servicio al Cliente

This is a fully remote position, open to applicants in Guatemala.

📋 Description

• Provide immediate assistance to all customers contacting through telephone, chat, WhatsApp, Customer Service email, Ez+ Loyalty email, Facebook, and Google reviews.

• Deliver prompt support to customers reaching out via phone, adhering to the defined SLA.

• Respond swiftly to emails and chats from various response apps, Google Reviews, and Facebook.

• Offer guidance and support to customers who connect through available contact methods.

• Review and communicate any pertinent information received through current communication channels.

• Ensure responses are made within established timeframes for each communication method.

• Record all calls and customer interactions in SharePoint “Call Center Control.”

• Provide accurate and reliable information to all customers contacting through different communication channels.

• Identify areas of opportunity regarding processes within the department to help optimize time and service quality.

• Participate in various departmental activities and training programs.

• Assist with and execute the operations required for different programs launched by the company.

⛳️ Requirements

• 1 year of experience in customer service.

• 1 to 2 years of university study in Marketing, Business Administration, or a related field.

• Experience in telephone customer service.

• Knowledge in social media management, objection handling, conflict resolution, and emotional intelligence.

• Advanced skills in Microsoft Excel.

• Excellent verbal and written communication skills, with the ability to explain procedures to customers.

• Strong analytical skills and attention to detail for completing specific tasks.

• Ability to work independently and collaboratively within a team, managing multiple tasks while meeting tight deadlines.

🏝️ Benefits

• Ground Floor opportunity with EZCORP.

• Competitive compensation and benefits.