Support Center Agent - English-Portuguese em São Paulo

The Support Center agent's main responsibility will be to provide world-class customer service to our constituents seeking assistance with various activities within the organization. The Agent improving policies and procedures targeted to ensure a consistent and high-quality support operation through call handling, coordination, logging, tracking, delegation, issue resolution, and testing. You Will Have Bachelors Degree preferred. Fluency in spoken and written English. Customer service or Call/Support Center experience strongly preferred. Ability to learn and use multiple database systems and navigate between them quickly to investigate inquiries. Minimum of two years experience in a customer service role preferred. Proficient use of PC (including all applicable software), telephone (including Automatic Call Distributor), fax, copier, scanner, and printers. Proficiency in Microsoft Office Suite Professional, customer focused soft skills. Commitment to maintaining benchmark performance levels. You Are Good At Excellent written, verbal, and interpersonal communication. Working in a volunteer led organization. High attention to detail. Ability to adapt to a changing environment. Demonstrating resourcefulness by researching answers to the variety of inquires received by the Support Center via emails and phone calls. Collaboration and developing creative solutions. Taking direction and working independently. You Will Be Responsible For Delivering world-class customer service to all inquiries received with wellinformed, friendly and prompt responses. Inquiries including but not limited to: contributions to The organization, recognition to donors, account corrections, information on programs and grants. Communicating updates in policy and procedures and incorporating new information in a proactive manner. Responding to all inquiries with careful adherence to established procedures and service level agreements. Documenting responses to all inquiries using internal ticketing system. Developing annual goals and attending quarterly performance reviews with Support Center management. Identifying opportunities for business process improvement and sharing ideas with Rotary Support Center Manager and Supervisors. Attending, contributing and participating in team meetings. Adhering to the Support Center Attendance Policy.

Nível de escolaridade

Ensino Superior

Experiência exigida

Entre 1 e 3 anos