Contact Center Executive

Description

Job Summary: The Contact Center Executive handles customer requests via voice and digital channels, analyzing information to determine appropriate escalation paths. Key Responsibilities: 1. Handles customer requests through voice and digital channels 2. Provides first-level support and ticket follow-up 3. Analyzes and escalates incidents for resolution **Description**: The Contact Center Executive is responsible for managing customer requests through voice and digital channels, analyzing information to make accurate decisions regarding escalations. **What We Offer You:** * Monthly salary of $13,000 (subject to experience and competencies) * Statutory and enhanced benefits (grocery vouchers, meal vouchers, gasoline vouchers, life insurance) * 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 for internal and/or external customers. * Ticket tracking * CRM experience * Creating backups of computer equipment data * Windows operating system proficiency * Intermediate Excel skills * Medium-to-high analytical ability, sense of urgency, drive, and strategic thinking **Your Key Challenges:** 1. Receive Service Desk interactions, delivering service with kindness and professionalism. 2. Register all interactions by creating a ticket in the corresponding platform. 3. Address tickets submitted by customers via the platform or email. 4. Understand and execute 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 for your area of responsibility. 13. Maintain up-to-date knowledge of processes and technologies relevant to your area of responsibility. *"Our selection processes are based solely on candidates’* ***competencies*** *and* ***potential*** *. We value* ***diversity*** *and foster an* ***inclusive*** *work environment free from* ***discrimination****."* ***If You Match This Profile*** ***Apply Now!*** Position Type: Full-time Salary: $13,000.00 per month Benefits: * Life insurance * Grocery vouchers * Meal vouchers Work Location: On-site