Customer Service Analyst

The Customer Service Agent will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis-managed services and customer service clients to ensure high levels of customer satisfaction and productivity.

• Communicate with customers by phone to provide information about products and services, update orders or account information, and address complaints.

• Maintain accurate records of customer interactions and transactions, including inquiries, complaints, comments, and actions taken.

• Resolve service or billing issues by performing tasks such as processing exchanges, issuing refunds, and adjusting bills.

• Verify that appropriate actions were taken to resolve customer issues.

• Follow up with customers to respond to inquiries or notify them of claim investigation results and any planned adjustments.

• Escalate unresolved customer grievances to the appropriate departments for further investigation.

• Determine service charges, collect payments, and manage billing arrangements.

• Complete trouble tickets, process change-of-address requests, and handle service discontinuance orders using computer systems.

• Gather and review relevant information to assess complaint validity and identify potential causes, such as extreme weather causing shipping delays.

• Promote and upsell additional services or products to customers.

• Review insurance terms with callers to guide them through claims coverage procedures.

• Compare disputed merchandise with original orders and invoices, preparing invoices for returned goods as needed.

• Recommend improvements in products, packaging, shipping, service, or billing procedures to prevent future issues and enhance customer satisfaction.

• Additional responsibilities:

  • Comply with Auxis operational processes and security policies.

  • Utilize client management tools for ticketing, ordering, and tracking usage.

  • Attend all scheduled customer service and performance-related meetings as required.

• Active Listening: Fully focusing on what others are saying, taking time to understand their points, asking relevant questions, and avoiding interruptions at inappropriate times.

• Service Orientation: Proactively seeking ways to assist and support others.

• Active Learning: Applying new information effectively to solve current problems and inform future decisions.

• Teamwork: Collaborating with others to achieve common goals or complete tasks efficiently and effectively.

• Adaptability: Adjusting to changing circumstances, learning from experience, and continuously improving performance.

• English Proficiency: B2+ level, able to communicate effectively in both written and spoken English.

• Education: High school diploma or equivalent.

• Experience: 1 year or more of relevant work experience.