The expert must be able to comprehend and analyze the reason why the customer is calling and the appropriate procedure to resolve it. During the process, the agent must provide a specific resolution to each customer and assure an excellent call handling to meet customer expectations. In addition to politeness, empathy, soft skills, fluency with American English and focus on serving the caller are important requirements.

• Demonstrates highly comprehension and use of the english language.
• Demonstrates accurate and professional customer service on time.
• Maintains a professional attitude and represents the company in a positive way.
• Demonstrates proper knowledge and use of departmental resources, policies and procedures.
• Responds to messages on the phone, chat and email queues.
• Maintains acceptable call times and email handling time, while remaining friendly and informative.
• Maintains productivity and quality standards.
• Actively search for solutions and identify trends for the appropriate staff, including possible solutions or suggestions
• Demonstrates the sense of urgency appropriate for client responses.

Technical Skills

• High school graduate (Must present diploma or certificate)
• English Level: B2 or above.

Competencies and Specific Skills

• Communication skills
• Customer orientation (Empathy)
• Problem resolution
• Attention to detail

Work Experience:

• Not a must as long as candidate complies with skills and competencies