Passport Advisor

The Customer Service Analyst 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. 

• Answer customer calls regarding client services (Passports and Visas) 

• Meet all agent KPI’s, including call efficiency, quality, quantity, and NPS customer satisfaction scores. 

• Treat people with respect in all circumstances, instill trust in others, and uphold the organization's values. 

• Walk customers through the process and educate them on the requirements. 

• Educate customers on timeframes and checklist processes, outlining key components to ensure the timely release of the passport. 

• Resolve customer concerns through a One Call Resolution vision. 

• Listen carefully to our customers to ensure appropriate responses. 

• Tactfully handle upset customers with empathy. 

• Mirror service offerings to travel needs – offer upgrades/downgrades appropriately. 

• Communicate with customers both inside and outside the company, where considerable resourcefulness, tact, and procedural knowledge are required. 

• Input all concerns or suggestions for company follow-up, as well as survey responses. 

• Adhere to department guidelines when servicing our customers. 

• Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction. 

• Notify management of problems or trends and provide feedback both via email and by noting customer accounts. 

• Transfer calls to the appropriate department. 

• Assist other department personnel as needed due to fluctuating workloads. 

• Perform other related duties as assigned. 

• Comply and adhere to Auxis operational processes and security policies. 

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

• English –Spanish Language (Oral and writing 90 % or higher) (C1 or above) 

• 1-2 years of prior Customer Service/Call Center experience 

• Customer Service Analyst will adjust its local schedule with the resources supporting this position during Daylight Saving Time changes in the Eastern Time Zone. 

• Must be available to work on-site full-time. 

• Must have a high school diploma. 

• Excellent verbal and written communication skills. A genuine interest in working with and helping customers. 

• Must possess excellent Communication skills and Involvement. 

• Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment is preferred. 

• Good presentation and a polite, tactful, and friendly character.  

• Ability to interact with customers and all levels of internal personnel. 

• Proficient knowledge of computer systems/software. 

• Attention to detail. 

• Project an energetic attitude, a warm welcome, and a positive image over the phone. 

• Adhere to attendance and punctuality standards. Work additional hours on an as-needed basis. 

• Adapt to change and meet the changing demands of the work environment. 

• Working knowledge of all customer service reports and systems 

• Organizational, analytical, and problem-solving skills are essential. 

• The ability to effectively handle multiple assignments is required. 

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