Backoffice Representative

Descripción
Our Mission at ibex is Your Success!
ibex is recruiting customer service representatives.
About Ibex
ibex works undercover for some of the best companies in the world, delivering superior support to their customers -- it is our mission. We focus on providing the environment, selection process, benefits, and training to ensure that we have agents of the highest caliber. We know a quality agent makes the difference for customers and how a great customer experience influences how they feel about the brand they have chosen.
Headquartered in Washington, D.C., ibex has delivery locations across 26 sites in seven countries and maintains a network of over 15,000 employees.
Responsibilities
Agents will be expected to provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace of the customer. The preferred persons will be responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.
Additionally, the Back Office and Email Customer Service Representative is expected to:
Provide assistance to all customers
When the queue permits, responsibilities include back office work
Provide customers with a positive customer service experience
Attain or exceed company goals/quotas
Adhere to IBEX Nicaragua company policies and work standards
When necessary the option to flex from backoffice, email, chat and voice lobs
Qualifications
Language/Communication Skills
Ability to fluently speak and write English
Ability to effectively communicate your thoughts in a well-organized understandable manner.
Demonstrates clear and polite written and oral communication.
Technical Skills
Ability to type 35 words per minute with 90% accuracy.
Ability to effectively navigate the internet, email and instant messaging.
Great computer proficiency.
Understanding of mobile applications and troubleshooting.
Customer Focus
Demonstrates a strong customer Orientation.
Takes ownership to follow up with customers to ensure their needs and expectations are satisfied and promises are kept.
Customer Interaction Skills
Friendly and upbeat style.
Displays helpfulness.
Ability to empathize with customers.
Ability to set expectations and deliver information in a positive and articulate way.
Ability to handle irate customers effectively.
Problem-Solving Skills
Investigates and take action to meet customer's needs.
Ability to use emotional intelligence to resolve customer's issues.
Solves routine problems effectively, gathering the information necessary from the customer.
Applies systematic approach to solving problems.
Ability to demonstrate critical thinking skills.
Interpersonal Skills
Professional and positive interactions with others and is able to establish rapport quickly.
Treats others with courtesy and respect.
Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals.
Ability to work with little or no supervision and operate within a team environment.
Demonstration of resolution skills and capabilities within scope of job duties
Schedule Flexibility
Ability to adapt to changes. (Working on different teams, line of businesses and on site)
Must be able to work on any shift which may change from time to time (morning , afternoon or graveyard)
Must be able to work full-time
NO PREVIOUS WORK EXPERIENCE REQUIRED, although experience working in a BPO company handling non-voice (e-mail / chat) program/campaign is a plus.
Benefits
We offer our employees the following comprehensive benefits and incentives plan:
Medical Insurance
Paid Time Off
Paid professional training
Employee referral bonus plan
Free Transportation