Customer Service Telephone Agent

Description

Position Summary: Provide telephone, email, and written communication support to workers, workplaces, and users, ensuring high-quality service. Key Highlights: 1. Friendly, clear, and efficient service to users 2. Timely and high-quality guidance to workers and workplaces 3. Promotes a positive customer service experience **Position Objective:** Provide telephone, email, and written communication support to workers, workplaces, and general users, ensuring high-quality service based on dialogues established by FONACOT and using appropriately the information tools provided by the Institute. **Main Responsibilities:** * Respond courteously, clearly, and efficiently to user calls, emails, and written requests. * Comply with FONACOT-established dialogues and guidelines for user service. * Accurately consult and use institutional information tools to provide precise and reliable responses. * Provide timely and high-quality guidance to workers, workplaces, and the general public. * Maintain a service-oriented attitude at all times, promoting a positive service experience. * Record and follow up on user requests or procedures. * Contribute to achieving departmental performance and quality indicators. **Essential Requirements:** * Minimum education: Completed high school, bachelor's degree, or technical-level education. * Experience: At least **1 year** of customer service experience in a telephone service center or call center. * Knowledge: Basic computer skills, headset usage, writing, and spelling. * Competencies: * Customer orientation and service attitude. * Effective communication (oral and written). * Active listening and empathy. * Organization and attention to detail. * Teamwork and adherence to established guidelines. **Position Conditions:** * Work modality: 100% on-site. * Schedule: Monday to Sunday, 07:00–22:00 hrs, in overlapping shifts. **(AVAILABILITY TO ROTATE SHIFTS \- MANDATORY)** * On-site duty shifts: Saturdays and Sundays according to the assigned schedule. * Work location: San Antonio, one block from San Antonio Metro Station (Line 7\). Position type: Full-time Salary: Starting at $9,156\.00 per month Work location: On-site employment