Contact Center Executive

Description

Job Summary: The Contact Center Executive manages customer requests via voice and digital channels, analyzes information for escalations, and provides first-level support. Key Highlights: 1. Manages customer requests and provides first-level support. 2. Analyzes information and makes decisions regarding escalations. 3. Maintains a collaborative and dynamic work environment. **Description**: The Contact Center Executive is responsible for managing customer requests through voice and digital channels, analyzing information to make the correct decisions on escalation matters. **What We Offer You:** * Monthly salary of $13,000 (subject to experience and competencies) * Statutory and above-statutory benefits (grocery vouchers, restaurant vouchers, gasoline vouchers, life insurance) * A collaborative and dynamic work environment **What Profile Are We Looking For?** **Experience**: Minimum 1–2 years in service areas: Help Desk, Service Desk, Contact Center, etc. **Technical Knowledge:** * First-level support to internal and/or external customers. * Ticket tracking * CRM experience * Creating backups of computer equipment information * Windows operating system proficiency * Intermediate Excel skills * Medium-to-high analytical ability, sense of urgency, drive, and strategic thinking **Your Key Responsibilities:** 1\. Receive Service Desk interactions, delivering excellent service with courtesy and professionalism. 2\. Register all interactions by generating a ticket in the corresponding platform. 3\. Address tickets submitted by customers via the platform or email. 4\. Understand and execute compliance with the process assigned to you. 5\. Provide first-level support for defined cases. 6\. Analyze and escalate incidents and requests outside the contact center’s scope. 7\. Track requests and/or incidents until resolution. 8\. Confirm ticket closure with the customer. 9\. Escalate incidents not resolved within service-level agreements. 10\. Protect confidential information, including the company’s and customers’ intellectual property. 11\. Protect company assets, including any equipment under your responsibility (computers, terminals, software, etc.). 12\. Comply with applicable policies and standards within your area of responsibility. 13\. Keep your knowledge of processes and technology updated as relevant to your area of responsibility. *"Our selection processes are based solely on candidates’* ***competencies*** *and* ***potential***. *We value* ***diversity*** *and foster an* ***inclusive*** *and discrimination-free work environment.*" ***If you meet the profile*** ***Apply now!*** Employment Type: Full-time Salary: $13,000.00 per month Benefits: * Life insurance * Grocery vouchers * Restaurant vouchers Work Location: On-site employment