Customer Service Associate – English – Utility

If you are an excellent communicator with a call center and sales experience, we have an incredible opportunity for you! Multiple positions are open for customer service associates for a global customer experience leader in Colombia. The role entails that CSA will deliver exceptional omnichannel service to clients or final consumers through multiple channels, understand and address client needs efficiently, and perform all activities required by the client. You must meet all the key performance metrics and objectives and perform specific business tasks delegated by the client. You will represent the client on every channel while interacting with the client or final consumers as required by the operational process of this account.  Grow and become a seasoned customer service industry player with us! Apply now!

Job Description

What are the duties and actions Customer Service Associates must perform in the Colombia team:

• Communicate with clients professionally and courteously, interpreting their needs before, during, and after interactions through various channels, such as phone, mail, and chat.
• 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

What it takes to succeed in the Customer Service Associate role in Colombia:

• High school diploma or equivalent.
• Minimum age of 18 years.
• Excellent written and verbal communication skills with attention to detail.
• The ability to adapt communication style to various audiences and multitask effectively is essential in this customer service associate role.
• 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 and minimum of 6 months sales experience.

Why Join Fusion CX:

At Fusion CX, we excel at nurturing talents. A collaborative, innovative, and growth-centric environment propels individuals to improve and grow. Fusion CX has more than three decades of experience with a global network of countries and locations. Join a diverse and inclusive culture and enjoy learning opportunities. A supportive team and dynamic leaders will ensure your skills will develop and your potential is fully utilized, shaping you into an experienced and leading customer service professional. Join us as a Customer Service Associate in Fusion CX Colombia and embark on a rewarding career path with a global CX leader.