Voice Customer Service Advisor (English Only) in Managua at IBEX

Date Posted: 10/10/2019

Job Snapshot

Job Description

Voice Customer Service Advisor (English Only)

Our Mission at ibex is Your Success!

Ibex is recruiting  Voice Customer Service Advisor for our upcoming training classes. In addition to a dynamic team environment, you’ll enjoy competitive benefits, generous incentives, and performance-based bonuses!

About ibex:

Ibex works undercover for some of the best companies in the world, delivering superior support to their customers -- it is our mission. We focus on providing the environment, selection process, benefits, and training to ensure that we have agents of the highest caliber. We know a quality agent makes the difference for customers and how a great customer experience influences how they feel about the brand they have chosen.

Headquartered in Washington, D.C., ibex has delivery locations across 26 sites in seven countries and maintains a network of over 15,000 employees.

KEY RESPONSIBILITIES

  • Effectively assist customer questions/concerns via phone and CRM accurately and in a timely manner by using appropriate resources to assess situations and create correct resolutions.
  • Actively Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Establish and maintain positive working relationships with agents, peers, management, coworkers and partners
  • Handle escalated calls and assist in conflict resolution
  • Assist in identifying service problems and assisting with root cause

Job Requirements

QUALIFICATIONS

  • Customer focused with the ability to work effectively and professionally with both internal and external customers
  • Ability to perform work activities requiring instructing, persuading or speaking with customers
  • Critical thinking skills for situational analysis and risk mitigation
  • Ability to maintain professionalism without disruption to the operation, employees, or customers
  • Track record of exhibiting good judgment, common sense and outstanding analytical and problem-solving skills
  • Ability to assess the customer and adjust communication style accordingly
  • Proficient in Microsoft Office Suite
  • Excellent interpersonal skills
  • Must be self-motivated with strong problem-solving skills
  • Ability to work in high pressure environment with deadlines
  • Strong organization skills with attention to detail
  • Ability to effectively multi-task, meet timely deadlines, and adapt to changes
  • Ability to identify business inconsistencies and/or red flags
  • Strong written and verbal communication skills

Requirements

  • High school diploma or the equivalent
  • Basic computer skills
  • Typing speed of at least 35 words per minute
  • Ability to multi-task
  • Excellent verbal and written communication skills
  • Company drug screen and background check are required

Benefits:

We offer our employees the following comprehensive benefits and incentives plan:

  • Medical, Dental and Vision Insurance
  • Paid Time Off
  • Paid professional training
  • Employee referral bonus plan

Ibex is an Equal Opportunity Employer

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