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Inbound Customer Service Representative


ID del Puesto 47080BR Fecha de publicación 01/17/2020 Institución Laureate Education, Inc. Ciudad Columbia

The Inbound Customer Service Representative will service incoming customers through phone calls, chats, SMS and email inquiries and connect calls, connecting them with the appropriate department based on their need(s) to appropriate group(s). CSR representatives are responsible for providing excellent customer service, documentation or communications and appropriate follow up.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Provide initial support for customers by steering prospects to the appropriate team for service
  • Respond to customer inquiries through phone, chat, email and possibly SMS
  • Document calls, chats, emails and customer information according to standard operating procedures
  • Identify customer concerns and escalate to the appropriate department/ representative
  • Resolve customer issues at the front line
  • Provide feedback and suggestions for new strategies for success with respect to effectiveness and efficiency in servicing our customers
  • Assist the CSR manager with pilot and outbound call initiatives
  • Stay up-to date on business processes and product knowledge, utilizing internal resources to accurately transfer calls to the appropriate team

TECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED

  • Minimum of 3+ years of customer service experience preferred
  • Proficient in relevant computer systems and internet applications such as: Microsoft Office (Word, Excel, Power Point)
  • Excellent organizational, written and verbal communication skills
  • Knowledge of administration and clerical processes
  • Exceptional time management, follow-up, multi-tasking and problem-solving skills
  • Ability to stay organized and work in a fast paced environment
  • Energetic, Motivated, Solutions Oriented
EDUCATION and/or EXPERIENCE
  • High School education
  • Bachelor’s Degree preferred
Equal Employment Opportunity
Our goal is to have a diverse workforce that is representative of our students and our communities. Laureate is an equal opportunity employer committed to hiring based upon merit. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform with or without reasonable accommodations. We do not discriminate on the basis of sex, race, color, religion, age, national origin, physical or mental disability, pregnancy, genetic information, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.