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Duties/Responsibilities:
- Respond to incoming calls, chats and emails from customers in a prompt and professional manner, ensuring the customer receives the highest level of service.
- Provide accurate and complete information to customers by using the applicable tools, resources and outlined procedures.
- Understand the company's products or services to effectively address client questions and concerns.
- Identify customer needs through active listening, researching issues, resolving problems, and providing solutions.
- Document tickets (calls, chats and emails) in the call center database.
- Follow specific scripts or call flows to ensure accuracy of information provided.
- Meet outlined performance metrics which may include call quality metrics, customer satisfaction survey scores, and average speed of answer.
- Attend training sessions and team meetings to enhance skills and knowledge.
- Use a positive, friendly, and persuasive attitude to connect with customers, communicate clearly over the phone, manage high call volume at times, and follow up when necessary.
- Demonstrate professional grammar, tone, and volume over the phone. Use proper sentence structure, positive language, and effective transitions.
- Show a willingness to learn new things and adapt to company guidelines and procedures.
- May perform other administrative duties as assigned.
Required Skills/Abilities:
- Strong written and verbal communication skills in English and Portuguese.
- Exceptional communication, active listening skills, and interpersonal skills.
- Empathy and customer-oriented approach.
- Ability to handle multiple tasks and prioritize effectively.
- Proficient in call center software and technology. Experience with Salesforce is a plus.
- Strong problem-solving skills to address and resolve customer issues efficiently.
- Proven track record of reliability.
- Willingness to work on weekends with scheduled week offs as per business requirement.
Education and Experience:
- High school diploma or equivalent.
- Experience in a customer support role or a related role in American process.
This role is part of the Inclusive Talent Program and is open to all candidates. ANSIRA encourages applications from persons with disabilities. Reasonable accommodations are available throughout the recruitment process.
ANSIRA is an equal opportunity employer. We are committed to inclusive hiring and providing reasonable accommodations throughout the recruitment process. All applicants will be considered based on qualifications, regardless of disability status.
Skills Required
- High school diploma or equivalent
- Strong written and verbal communication skills in English
- Exceptional communication, active listening, and interpersonal skills
- Empathy and a customer-oriented approach
- Ability to handle multiple tasks and prioritize effectively
- Proficiency in call center software and technology
- Experience with Salesforce
- Strong problem-solving skills
- Proven reliability
- Willingness to work in a 24/7 environment
- Willingness to work weekends with scheduled days off based on business requirements
- Experience in a customer support role or related role in an American process
What We Do
An independent, global marketing technology and services firm, Ansira believes in transparent partnerships to meet clients where they are on their customer experience journey. Ansira designs relevant, persuasive experiences for all the right moments; strengthening relationships, cultivating brand loyalists, and assuring profitable client growth. Teams operating across the US, Europe, South Asia, and Oceania, arm brands and their channel sales ecosystems with digital offerings, channel partner marketing technology and services, and local marketing technology to make these experiences possible.
