Accounts payable/receivable supervisor location co-bogotá posted date 2 weeks ago(12/28/2023 1:45 pm) job id 2023-3045 # positions 1 category fao job summary the main purpose of this function is to ensure that all receivables and payables are managed efficiently and effectively, in accordance with established service levels and other contractual requirements. on the ap side the individual will be responsible for the oversight of the scanning, indexing, coding, approvals and processing of vendor invoices, processing of vendor payments, invoice matching processing, good receipt troubleshooting. the accounts payable supervisor should focus on ensuring the overall quality and efficiency of the accounts payable processing area and serve as the primary liaison to client accounts payable management. in addition, the accounts payable supervisor will actively participate in all transactional activities, including invoice processing from the po conception to the payment execution. on the ar side the supervisor will be responsible for overseeing and managing the accounts' receivable function, ensuring the timely and accurate processing of invoices, collections, and reconciliation of accounts. the ideal candidate will have a strong background in accounts receivable, excellent leadership skills, and a keen eye for detail. this role requires the ability to work in a fast-paced environment, handle multiple tasks, and collaborate effectively with both internal teams and external clients. responsibilities service delivery management review, process, and approve invoices, ensuring compliance...
Accounting clerk - gl location co-barranquilla | co-bogotá posted date 2 weeks ago(12/29/2023 9:01 am) job id 2023-2981 # positions 3 category business support job summary the individual will be responsible for ensuring that all accounting transactions are processed efficiently and effectively, in accordance with established service levels and other contractual requirements. the individual will be responsible for related tasks associated with accounting transactions to journals, ledgers and other records. will work directly with the sr. accounting clerk and staff accountant managing and resolving issues as well as following up on open items for the accounts assigned. will be responsible to perform the month end close activities assigned on time. responsibilities service delivery achieve service delivery goals based on sla with customers, quality and productivity. assist in creation and maintenance of process documentation for customers operational performance assist with the core monthly assigned activities per function in the finance and accounting area ensure compliance of internal and customer´s policies and controls innovation and performance improvement support improvement initiatives aimed to gain efficiency in the account career and development meet with the assigned training and development plan skills and experience english – spanish language (oral and writing 80 % or higher), (b2 or above). technical degree in finance or accounting, or current student of a bachelor's degree in business administration, finance, accounting or a related field. general...
Customer service analyst location co-barranquilla posted date 19 hours ago(12/13/2023 2:20 pm) job id 2023-3010 # positions 29 category business support job summary 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 responsibilities • 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 under all circumstances, instill trust in others, and uphold the values of the organization. • walk customers through the process and educate them on the requirements. • educate customers on timeframes and checklist processes, outlining key components to ensure timely release of 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 inside and/or 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 a...
Auditor location co-barranquilla | co-bogotá posted date 1 month ago(11/28/2023 7:26 am) job id 2023-2991 # positions 1 category fao job summary the auditor plays a vital role in conducting financial, operational, and compliance audits within the organization. work under the guidance of the audit manager and audit supervisor to evaluate internal controls, assess risks, and provide recommendations to enhance processes and mitigate risks. the auditor is responsible for executing audit procedures, documenting findings, and contributing to the preparation of audit reports. responsibilities execute audit procedures in accordance with established audit plans and objectives. evaluate the effectiveness of internal controls, risk management, and governance processes. review financial statements, operational processes, and compliance with regulations. identify control deficiencies, process inefficiencies, and areas of risk. document audit findings and prepare work papers in a clear and organized manner. assist in the preparation of audit reports, including recommendations for improvement. collaborate with team members to address audit findings and implement corrective actions. stay updated on relevant regulations, accounting standards, and auditing practices. utilize audit software and data analytics tools to enhance audit procedures. contribute to the development and improvement of audit programs and procedures. skills and experience technical thorough knowledge of auditing principles, practices, and methodologies. proficiency in using data analytics tools and audit software to anal...
Accounts payable clerk location co-bogotá posted date 2 weeks ago(12/28/2023 3:57 pm) job id 2023-3042 # positions 3 category fao job summary the individual will be responsible for ensuring that all payables, travel & expense and/or vendor control transactions are processed efficiently and effectively, in accordance with established service levels and other contractual requirements. the individual will be responsible for all related tasks associated with invoice and payment processing, including receiving, recording, posting and verifying accounts payable transactions to journals, ledgers and other records. responsibilities including working with the migration team on the transition of bpo functions from the various markets to auxis’ costa rica service center. responsibilities process and code invoices accurately and efficiently, ensuring adherence to company policies and procedures. review and verify invoices for appropriate documentation and approvals. communicate with vendors and suppliers to resolve any discrepancies or issues related to invoices or payments. prepare and process payment batches, including checks, wire transfers, and electronic payments, while ensuring accuracy and timeliness. reconcile vendor statements and resolve any outstanding balances or discrepancies. maintain accurate and organized financial records, including invoices, payment documents, and related correspondence. assist in month-end and year-end closing processes, including reconciling accounts payable transactions and preparing reports as needed. collaborate with other departments, such as pu...
Senior accounts receivable clerk location co-bogotá posted date 2 weeks ago(12/28/2023 3:08 pm) job id 2023-3041 # positions 1 category fao job summary as a sr. accounts receivable clerk, you will be responsible for the accurate and efficient processing of client invoices, tracking and managing outstanding receivables, and ensuring timely collections. your role will play a critical part in maintaining positive client relationships and optimizing cash flow for our clients. this position requires strong ar expertise, attention to detail, excellent organizational skills, and the ability to work collaboratively with internal and external stakeholders. responsibilities generate accurate and timely client invoices based on contract terms and billing schedules. review and verify invoices for accuracy, completeness, and adherence to company policies. coordinate with internal teams to obtain necessary information for invoicing. address client inquiries related to invoices promptly and professionally. monitor and manage outstanding receivables for multiple client accounts. ensure timely and accurate application of payments received. investigate and resolve discrepancies or issues related to payments and client accounts. as a subject matter expert, provide support and coaching to the more junior ar clerks with inquiries related to the ar process follow up with clients on overdue payments through calls, emails, or other communication channels. maintain accurate records of client payments, adjustments, and collection activities. collaborate with clients to establish and communicate paym...
Customer service team lead location co-barranquilla posted date 26 minutes ago(12/14/2023 4:27 pm) job id 2023-3012 # positions 2 category business support job summary the team lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting auxis customer service clients to ensure high levels of customer satisfaction and productivity. the team lead will provide support, direction, monitoring, and coaching to the assigned agents in all areas of job performance, including consumer contact processing, problem resolution, and work planning. also, the team lead will work with the customer service supervisor to monitor overall team performance, including achieving target transactional volume and quality measures, following the contractual and operational standards of the account. the lead will work with the supervisor to establish and monitor workflow efficiencies, daily work volumes and work schedules to ensure that the company's customer service goals are met. responsibilities team lead plays a critical role in managing the daily operation of a local team of 10+ professionals servicing international clients. manages team productivity and utilization-focused on client-specific kpis and goals set by auxis management. designs and implements process improvements. support the administration of management tasks associated with payroll, separations, leaves of absence (loa), short term disability (std), and on-boarding of new hires. monitor overall team workload and reallocate/delegate tasks as necessary t...
Accounts receivable lead location co-bogotá posted date 2 weeks ago(12/28/2023 1:49 pm) job id 2023-3039 # positions 1 category fao job summary as an accounts receivable lead, you will play a critical role in managing the accounts receivable function for our clients. you will oversee a team of accounts receivable specialists and ensure the accurate and timely processing of invoices, collections, and client payment reconciliations. the ideal candidate will possess strong leadership skills, excellent attention to detail, and a deep understanding of accounts receivable processes in an outsourcing environment. responsibilities service delivery management lead the accounts receivable function for our clients, overseeing the end-to-end process including invoice generation, payment application, collections, and client account reconciliation. collaborate with the client team to generate accurate and timely client invoices based on agreedupon terms, contract milestones, or project deliverables. validate billing details, including rates, quantities, and expenses. coordinate with clients to resolve any billing discrepancies and maintain comprehensive documentation. develop and implement effective collection strategies to minimize outstanding receivables and optimize cash flow. monitor client accounts, proactively communicate with clients regarding overdue payments, and escalate issues as necessary. apply client payments accurately and efficiently, reconciling any discrepancies and ensuring proper allocation. serve as the primary point of contact for escalated issues, inquiries, and co...
Accounts payable clerk location co-barranquilla posted date 3 weeks ago(12/18/2023 10:10 am) job id 2023-3014 # positions 5 category fao job summary the individual will be responsible for ensuring that all payables, travel & expense and/or vendor control transactions are processed efficiently and effectively, in accordance with established service levels and other contractual requirements. the individual will be responsible for all related tasks associated with invoice and payment processing, including receiving, recording, posting and verifying accounts payable transactions to journals, ledgers and other records. responsibilities responsibilities process and code invoices accurately and efficiently, ensuring adherence to company policies and procedures. review and verify invoices for appropriate documentation and approvals. communicate with vendors and suppliers to resolve any discrepancies or issues related to invoices or payments. prepare and process payment batches, including checks, wire transfers, and electronic payments, while ensuring accuracy and timeliness. reconcile vendor statements and resolve any outstanding balances or discrepancies. maintain accurate and organized financial records, including invoices, payment documents, and related correspondence. assist in month-end and year-end closing processes, including reconciling accounts payable transactions and preparing reports as needed. collaborate with other departments, such as purchasing and receiving, to ensure proper documentation and approval for purchases. respond to inter...
Customer service analyst mandarin location co-barranquilla posted date 4 hours ago(12/26/2023 10:03 am) job id 2023-3025 # positions 1 category customer service job summary 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. responsibilities confer with customers by telephone to provide information about products and services, to take /modify orders or account information, or to obtain details of complaints. keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. check to ensure that appropriate changes were made to resolve customers' problems. contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. refer unresolved customer grievances to designated departments for further investigation. determine charges for services requested, collect payments, and/or arrange for billing. complete trouble ticket forms, prepare change of address records, and issue service discontinuance orders, using computers. obtain and examine all relevant information to assess the validity of complaints and to determine possible causes, such as extreme weather conditions that could incr...
Job summary the care center analyst will provideprofessional business and customer service support, bothindividually and as part of a project team, with a focus onassisting auxis managed services and customer service clients toensure high levels of customer satisfaction and productivity. thisrole will provide direct support for all inbound calls, emails,chats, text messages, etc., answering product and service-relatedquestions and providing the necessary support to resolve theirsituation. responsibilities - deliver first contact resolution. -professionally handle high volume inbound calls in a timely manner. - follow specific communication guidelines and escalation protocolwhile handling calls by topic. - identify customer and worksiteemployee needs, clarify information as needed, research everyissue, and provide solutions and/or alternatives for resolution. -seize opportunities to gently educate clients and worksiteemployees on client’s offerings and online employee portalfunctionality. - build positive and professional relationships, andfurther impress customers by going the extra mile. - must be ableto communicate conversations through note taking and shorthand. -maintain required documentation for client and worksite employeecalls within applicable systems. - provide executive leadershipadministrative support as needed. - meet all agent kpi’s includingcall efficiency, quality, quantity and nps customer satisfactionscores. - treat people with respect under all circumstances,instill trust in others, and uphold the values of the organization. - listen carefully to ...
This role will be responsible for providing comprehensive support for sap systems, managing system performance and ensuring availability for global users.key responsibilities:sap system administration:administer and manage the full sap landscape (ecc, hana, pi/po, solman, mdg etc.).install, configure, and maintain sap systems and related components (sap netweaver, sap hana, db2, oracle, etc.).monitor system health, perform troubleshooting, and resolve system issues to ensure high availability.system performance and monitoring:proactively monitor sap systems’ performance, identify bottlenecks, and optimize performance (e.g., database tuning, system alerts, etc.).use sap solution manager for system monitoring, performance diagnostics, and event management.set up and manage sap solution manager configuration, diagnostics, and monitoring tools.troubleshooting and incident management:troubleshoot and resolve critical system issues (hardware, network, and sap application-related).work closely with functional teams to support user issues and resolve technical problems.resolve high-priority incidents and escalate as necessary to senior sap basis team members or vendors.backup and recovery:implement and maintain backup strategies for sap systems.perform regular system and database backups and recover sap systems in case of failures.saas connections:implement and manage saas connections for boundary applications, ensuring seamless integration with sap.work with vendors and external partners to maintain and optimize these connections.ensure compliance with organizational policies and ...
Job summarya highly skilled senior network engineer with a minimum of 8 years of experience and strong cisco expertise to join our it infrastructure team. the ideal candidate will play a pivotal role in managing, maintaining, and advancing client's network infrastructure. this role requires someone who is not only technically proficient but also a strong collaborator capable of aligning network solutions with the company's growth and security objectives.responsibilitiesnetwork design & implementation:design, deploy, and manage robust lan, wan, and sd-wan infrastructure across datacenters and branch offices.lead the architecture and implementation of scalable and secure network solutions, ensuring low latency and high availability for business-critical applications.collaborate with internal teams and vendors to drive network projects from concept to completion, ensuring alignment with it modernization strategy.network security & compliance:implement and manage advanced security protocols such as vpns, firewalls, network access control (nac), and segmentation.perform network hardening, vulnerability assessments, and remediation activities to ensure compliance with internal policies and industry regulations (e.g., pci-dss).monitor, analyze, and respond to network security incidents and proactively address potential risks.operational support & troubleshooting:provide day-to-day operational support, including troubleshooting and resolution of network-related issues, focusing on minimizing downtime and improving performance.lead efforts in managing upgrades, patches, and firmware...
Job summarythe care center 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. this role will provide direct support for all inbound calls, emails, chats, text messages, etc., answering product and service-related questions and providing the necessary support to resolve their situation.responsibilitiesdeliver first contact resolution.professionally handle high volume inbound calls in a timely manner.follow specific communication guidelines and escalation protocol while handling calls by topic.identify customer and worksite employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution.seize opportunities to gently educate clients and worksite employees on client’s offerings and online employee portal functionality.build positive and professional relationships, and further impress customers by going the extra mile.must be able to communicate conversations through note taking and shorthand.maintain required documentation for client and worksite employee calls within applicable systems.provide executive leadership administrative support as needed.meet all agent kpi’s including call efficiency, quality, quantity and nps customer satisfaction scores.treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.listen carefully to our customers to ensure...
Customer service team lead location co-barranquilla posted date 26 minutes ago(12 / 14 / 2023 4 : 27 pm) job id 2023-3012 # positions 2 category business support job summary the team lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting auxis customer service clients to ensure high levels of customer satisfaction and productivity. the team lead will provide support, direction, monitoring, and coaching to the assigned agents in all areas of job performance, including consumer contact processing, problem resolution, and work planning. also, the team lead will work with the customer service supervisor to monitor overall team performance, including achieving target transactional volume and quality measures, following the contractual and operational standards of the account. the lead will work with the supervisor to establish and monitor workflow efficiencies, daily work volumes and work schedules to ensure that the company's customer service goals are met. responsibilities - team lead plays a critical role in managing the daily operation of a local team of 10+ professionals servicing international clients. - manages team productivity and utilization-focused on client-specific kpis and goals set by auxis management. - designs and implements process improvements. - support the administration of management tasks associated with payroll, separations, leaves of absence (loa), short term disability (std), and on-boarding of new hires. - monitor overall team workload and reallocate / delega...
Job summary the care center 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. this role will provide direct support for all inbound calls, emails, chats, text messages, etc., answering product and service-related questions and providing the necessary support to resolve their situation. responsibilities - deliver first contact resolution. - professionally handle high volume inbound calls in a timely manner. - follow specific communication guidelines and escalation protocol while handling calls by topic. - identify customer and worksite employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution. - seize opportunities to gently educate clients and worksite employees on client’s offerings and online employee portal functionality. - build positive and professional relationships, and further impress customers by going the extra mile. - must be able to communicate conversations through note taking and shorthand. - maintain required documentation for client and worksite employee calls within applicable systems. - provide executive leadership administrative support as needed. - meet all agent kpi’s including call efficiency, quality, quantity and nps customer satisfaction scores. - treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization. - lis...
Job summary: 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. responsibilities: 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 under all circumstances, instill trust in others, and uphold the values of the organization. walk customers through the process and educate them on the requirements. educate customers on timeframes and checklist processes, outlining key components to ensure timely release of 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 inside and/or 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 noting customer accounts. assist...
Systems administrator 23 hours ago be among the first 25 applicants direct message the job poster from auxis job overview the system administrator iii is responsible for provisioning, installing, managing, and maintaining windows servers, m365, manage engine, rubrik, zoom, goanywhere, and vm environments , including active directory . this role also involves technical research, innovation , and ensuring system integrity and security. key responsibilities system maintenance & monitoring : oversee server resources, logs, backups, and security updates. technical support : provide tier ii/iii support , troubleshoot issues, and ensure high-quality customer service. upgrades & configuration : plan and execute system upgrades, apply patches, and ensure system integrity. team leadership & collaboration : mentor junior admins, coordinate with teams, and manage task prioritization. documentation & compliance : maintain system documentation, follow sops, and adhere to structured change management. qualifications & skills education : bachelor's in computer technology or equivalent experience. experience : 6+ years in microsoft domain networks and server hardware design. hands-on expertise with active directory (gpo, dns, dhcp), windows server (2012–2022), microsoft 365, zoom, vmware, manage engine, and windows 10/11 . experience with powershell scripting, automation, and digital certificates . cloud experience (azure/aws) and itil knowledge are a plus. soft skills : strong communication, time management, problem-solving, and teamwork abilities. this role is ideal for a proactive proble...
Job summary as a data analyst, you’ll play a critical role in connecting the dots between our operations and business results. you will go beyond the data, to ask meaningful questions about what that data means for the performance and health of our business, helping leaders to make data-informed decisions about our operational business processes. this role offers a unique opportunity to blend strategic thinking with hands-on execution, requiring business orientation, tech-savvy, and strong communication skills. you’ll drive consistency and collaboration across gbs and it in all aspects of operational data and analytics. you will be a key member of the team building, implementing, and maintaining the infrastructure needed to help leaders answer key questions about our business, priorities, and people. this role allows you to influence how efficient the operational environment is and needs someone with an internal drive, who is always looking for ways to innovate. responsibilities ● partner with business leaders to establish a robust framework for data collection, analysis, and reporting. ● provide insights into key talent metrics: collaborate and develop a set of operational performance indicators to analyze and interpret data to identify trends, pinpoint issues, and forecast potential challenges or opportunities related to the gbs processes and workflows. ● ensure data integrity: maintain data accuracy and implement data governance practices. ● collaborate cross-functionally: partner with team members to support data-informed decision-making processes. ● create and maintain...
Job summary the individual will serve as the main point of contact with senior executives of clients as well as institutions of the colombian government aimed at developing the activity of service centers in the country, networking and technology trends. also, will be responsible for leading the establishment of the business process outsourcing (“bpo”) operations for assigned clients, both existing operations as well as newly migrated accounts. responsibilities including working with the migration team on the transition of bpo functions from new clients to auxis’ colombia service center for multiple locations (bogotá, barranquilla, medellin), as well as supporting the to-be process design, organizational design, technology deployment to support these operations. duties also include managing the full range of day-to-day bpo services and operations, primarily focusing on a range of back office services, including accounting, accounts payable, accounts receivable, treasury and other related functions. this position will likely require travel to auxis or client sites that are located outside of colombia. responsibilities ongoing bpo management provide ongoing guidance and oversight on business process and operational best practices, key performance indicators, market and industry trends and other performance and cost drivers related to in scope processes. serve as interface to client management on all related operational matters. maintain regular communication with auxis executive and bpo management on all client activities, performance, issues, risks and sla and regulatory com...
Job summary the hr analyst in barranquilla will support hr operations, compliance, onboarding, terminations, employee records, and performance management processes . this role is responsible for assisting with key hr functions, including new hire processing, schedule management, policy implementation, employment law compliance, hris updates, and employee engagement initiatives . the hr analyst will work closely with hr leadership, managers, and employees to ensure efficient administrative processes and maintain data accuracy in hr systems. additionally, this role will contribute to facilities management, locker control, dress code compliance, and engagement program coordination . responsibilities hr administration & compliance assign and update employee schedules in ukg and synerion for costa rica, colombia, and the usa . manage and audit status changes in ultipro, including approvals, addendums, probation periods, and leadership updates. track and process vacation balances, cancellations, and updates . maintain compliance with colombian labor law and company policies . conduct audits of employee digital files , ensuring proper documentation for new hires and terminations. support contract audits and manage contract revisions . ensure compliance with dress code policies , tracking and managing dress code warnings. onboarding & new hires participate in onboarding activities , including onboarding day #2 facilitation . handle the end-to-end access request process for new hires. conduct biweekly audits of new hires to ensure compliance with onboarding requirements. maintain an...
Direct message the job poster from auxis what you will do in your pivotal role as a netsuite senior project manager, you will be the cornerstone of guiding key client projects to successful completion, adeptly juggling diverse and dynamic priorities in a finite landscape. your responsibilities entail crafting comprehensive project plans with an acute awareness of scope, timeline, and budget, serving as a beacon of guidance and stability amidst the bustling activity of the project lifecycle. your collaborative prowess will shine through as you foster synergistic alliances with various stakeholders, orchestrating meetings that encourage transparent communication and a steadfast alignment with business goals. financial sagacity is your forte, maneuvering budgeting and resource optimization tasks with a masterful hand, assigning the right individuals to the right projects, thus sustaining a steady project momentum. beyond being a translator of client needs into actionable solutions, your role extends into a reflective phase post-implementation, where you synthesize insights to propel improvements for future endeavors. responsibilities demonstrate knowledge and understanding of various project management methodologies, including agile, to develop or adapt project approaches suitable for each client's needs. lead and motivate project teams, ensuring the focused delivery of clients’ priority change initiatives through the application of appropriate methodologies. project planning and progress management: develop and maintain detailed project plans with keen focus on scope, timelin...
Job summary the care center 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. this role will provide direct support for all inbound calls, emails, chats, text messages, etc., answering product and service-related questions and providing the necessary support to resolve their situation. responsibilities deliver first contact resolution. professionally handle high volume inbound calls in a timely manner. follow specific communication guidelines and escalation protocol while handling calls by topic. identify customer and worksite employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution. seize opportunities to gently educate clients and worksite employees on client’s offerings and online employee portal functionality. build positive and professional relationships, and further impress customers by going the extra mile. must be able to communicate conversations through note taking and shorthand. maintain required documentation for client and worksite employee calls within applicable systems. provide executive leadership administrative support as needed. meet all agent kpi’s including call efficiency, quality, quantity and nps customer satisfaction scores. treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization. listen carefully to our custo...
Job summary the senior service desk analyst (l1) serves as the initial point of contact for users contacting our it service desk, delivering the highest level of customer service. in this senior role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. when necessary, the service desk analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services. responsibilities manage and organize the incident and request queue for auxis clients, ensuring tickets are assigned correctly. serve as the initial point of contact for customers and provide solutions to their issues. escalate unresolved queries to the next level of support as needed. guide customers through troubleshooting process effectively. follow up with customers to ensure high-level satisfaction and issue resolution. exceed customer expectations by delivering exceptional customer service. maintain detailed case records, documentation, and ensure cases are closed efficiently. identify and recommend procedure modifications or improvements. update or create knowledge base articles to ensure accuracy in service desk procedure. stay updated on relevant product offerings, current support p...
Job summary 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. responsibilities 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 under all circumstances, instill trust in others, and uphold the values of the organization. walk customers through the process and educate them on the requirements. educate customers on timeframes and checklist processes, outlining key components to ensure timely release of 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 inside and/or 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 noting customer accounts. transfe...
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