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Service Excellence Representative

2 months ago

Waltham, Massachusetts, United States Edenred Full time

Ubicación del Representante de Servicio al Cliente:
Estados Unidos de América

Tipo de Tiempo:
Tiempo Completo

ID de Requisición:
JR013789

En Edenred, estamos comprometidos a ofrecer soluciones innovadoras que mejoran la vida de millones de personas, conectando empleados, empresas y comerciantes a nivel global.

Como Representante de Servicio al Cliente, serás la primera línea de apoyo para nuestros clientes, asegurando que estén satisfechos con nuestros productos y servicios.


Resumen del Trabajo:
El Representante de Servicio al Cliente proporciona un servicio excepcional al cliente, ofreciendo información útil, respondiendo preguntas y atendiendo problemas.

Tu papel es crucial para garantizar la satisfacción del cliente y la resolución de sus inquietudes.


Funciones Esenciales:
  • Atender llamadas, chats y correos electrónicos de administradores y empleados de clientes.
  • Gestionar las consultas de los clientes de manera oportuna.
  • Realizar investigaciones sobre preguntas y preocupaciones reportadas.
  • Desescalar situaciones con clientes insatisfechos, brindando asistencia eficiente.
  • Registrar y documentar toda la información de las llamadas.
  • Multitarea entre varios programas para ayudar en las consultas de los clientes.
  • Cumplir con los acuerdos de nivel de servicio y expectativas de servicio.
  • Responder a un volumen diario promedio de llamadas: 80 a 100 llamadas por día.
  • Obtener una tasa de abandono del 3% o menos.
  • Enfocarse en la resolución en la primera llamada.
  • Resolver el 85% de los tickets dentro de 2 días hábiles.
  • Resolver el 99% de los tickets dentro de 5 días hábiles.
  • Realizar otras tareas según se asignen.

Habilidades y Capacidades Requeridas:
  • Habilidades de mecanografía y procesamiento de textos, con capacidad para escribir 40 palabras por minuto.
  • Comunicación verbal y escrita clara y efectiva.
  • Capacidad para trabajar en un entorno dinámico.
  • Habilidades efectivas de multitarea y seguimiento de problemas.
  • Fuertes habilidades interpersonales.
  • Adaptabilidad.
  • Dominio del paquete de Microsoft Office o software relacionado.
  • Experiencia en servicios de pago o fintech.

Educación y Experiencia:
Se requiere un mínimo de 2 años de experiencia comparable, preferiblemente en un entorno de centro de llamadas. Se prefiere un diploma de secundaria; un título asociado o de licenciatura en un campo relacionado es preferido.

Requisitos Físicos:
Períodos prolongados de estar sentado en un escritorio y trabajando en una computadora. Debe poder levantar hasta 15 libras en ocasiones.

Declaración de Acción Afirmativa/EEO:
Edenred se compromete a proporcionar igualdad de oportunidades a todas las personas, sin discriminación por raza, color, religión, sexo, orientación sexual, identidad de género, origen nacional, discapacidad, estado militar y/o de veterano, entre otros.

Descargo de Responsabilidad:
Las declaraciones anteriores están destinadas a describir la naturaleza general y el nivel de trabajo que se realiza y no son una lista exhaustiva de todas las responsabilidades, deberes y habilidades que pueden ser requeridas.