Customer Service Associate – English – Commercial Retail

We are on the lookout for an excellent English speaker. If you are a customer service associate with at least six months of experience in the industry, we have an exciting opportunity for you! We seek a customer service associate proficient in English to deliver exceptional service to clients or final consumers across various communication channels. This role entails interpreting and addressing client needs efficiently, performing activities delegated by the client, and achieving all the key performance metrics required, as well as objectives and specific business tasks established by the client. The CSAs will represent the client in every channel, interacting with the client or final consumers as required by the operational process of this account. They will be at the forefront of the business and the brand. If you want to level up your career in customer service with a global CX transformation company, apply now!

Job Description

Key responsibilities of a Customer Service Associate:

  • Communicate with clients professionally and courteously, interpreting their needs before, during, and after interactions through various phone, mail, and chat channels.
  • Ensure the accuracy and confidentiality of all client-related information, including account details, credit card information, billing information, and customer identification.
  • Adhere to the standard procedures, guidelines, and specific account policies regarding client interaction and communication.
  • Meet or exceed Key Responsibility Areas (KRAs) and Key Performance Indicators (KPIs) set by the client, which may include assistance and adherence, quality assurance (QA), sales/conversion rates, productivity, call management time, and/or Customer Satisfaction (CSAT)/Customer Service Index (CSI).
  • Engage with clients and perform tasks to enhance the customer experience, including providing appropriate resolutions, monitoring customer responsibilities, and maintaining interaction records in the provided system.
  • Process customer accounts and verify/validate client files/documents to ensure customer commitment.
  • Actively listen to and address client concerns, identifying opportunities for process improvements.
  • Generate and submit required reports as specified by the account and/or immediate supervisor.
  • Collaborate with supervisors to identify learning opportunities, career paths, and professional development for growth.
  • Maintain professional communication with clients in the assigned language.

Job Requirements

Necessary qualifications and skills required for the role of Customer Service Associate:

  • High school diploma or equivalent.
  • Minimum age of 18 years.
  • Excellent written and verbal communication skills with attention to detail.
  • Ability to adapt communication style to various audiences and multitask effectively.
  • Adaptability to changes in a fast-paced work environment.
  • Demonstrated phone etiquette skills and a friendly, pleasant demeanor.
  • Computer proficiency, including internet usage and basic Office programs.
  • Willingness to learn customized in-house systems.
  • Availability to work varying shifts or hours based on park hours, including opening and closing shifts/weekends.
  • Minimum of 6 months experience in a fast-paced call center environment.
  • Minimum of 6 months sales experience.

Why Join Fusion CX

Become part of Fusion CX and unlock a fulfilling career path in customer service. As a valued team member, you’ll enjoy opportunities for personal and professional development alongside industry leaders. Our culture of continuous improvement, supportive leadership, and engagement with various communication channels and technologies prepares you for success. Embrace a role at Fusion CX to evolve into an expert in customer service and join a remarkable journey today as a customer service associate fluent in English at San Salvador.

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