Passport Advisor

Job Summary

The Customer Service Analyst will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis managed services and customer service clients to ensure high levels of customer satisfaction and productivity.

Responsibilities

• Answer customer calls regarding client services (Passports and Visas)
• Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores.
• Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
• Walk customers through the process and educate them on the requirements.
• Educate customers on timeframes and checklist processes, outlining key components to ensure timely release of passport.
• Resolve customer concerns through a One Call Resolution vision.
• Listen carefully to our customers to ensure appropriate responses.
• Tactfully handle upset customers with empathy.
• Mirror service offerings to travel needs – offer upgrades/downgrades appropriately.
• Communicate with customers inside and/or outside the company where considerable resourcefulness, tact and procedural knowledge are required.
• Input all concerns or suggestions for company follow-up, as well as survey responses.
• Adhere to department guidelines when servicing our customers.
• Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction.
• Notify management of problems or trends and provide feedback both via email and noting customer accounts.
• Transfer calls to appropriate department.
• Assist other department personnel as needed due to fluctuating workloads.
• Perform other related duties as assigned.
• Comply and adhere to Auxis operational processes and security policies.
• Must attend all customer service and performance-related scheduled meetings as required.

Skills and Experience

• English –Spanish Language (Oral and writing 90 % or higher) (C1 or above)
• 1-2 years of prior Customer Service/Call Center experience
• Customer Service Analyst will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone.
• Must be available to work on-site full time.
• Must have a high school diploma.
• Excellent verbal and written communication skills. A genuine interest in working with and helping customers.
• Must possess excellent Communication skills and Involvement.
• Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
• Good presentation and a polite, tactful, and friendly character.
• Ability to interact with customers and all levels of internal personnel.
• Proficient knowledge of computer systems / software.
• Attention to detail.
• Project an energetic attitude, warm welcome and positive image over the phone.
• Adhere to attendance and punctuality standards. Work additional hours on as needed basis.
• Adapt to change and meet the changing demands of the work environment.
• Working knowledge of all customer service reports and systems
• Organizational, analytical, and problem-solving skills are essential.
• The ability to effectively handle multiple assignments is required.