Gts Specialist (Medellín)

Customer Service Specialist (Assist Team)

What You’ll Do

• Handle frontline escalations from customers and provide timely and effective resolutions.
• Assist agents with questions and issues, including troubleshooting product problems.
• Collaborate with product managers, DC's, FSC managers and other departments internally to ensure customer satisfaction.
• Utilize soft skills to handle escalated customers to resolution.
• Utilize higher technical expertise on products to provide support to customers and agents.
• Generate trainings and mentor agents as needed to improve knowledge and processes.
• Communicate feedback effectively as needed to BPOs and other frontline agents.

Who You Are

• At least 2 years of basic frontline customer service experience.
• Ability to handle frontline escalations in a timely and effective manner.
• Excellent communication and collaboration skills. ...