Información de la Compañía / Company Overview: Responsabilidades / Responsibilities:The primary responsibilities of this position are to support inbound customer calls and create the best experience possible while following the policies and procedures of the organization within a highly regulated environment.

• Handle inbound customer calls
• Ensure you are well informed and know how to answer product related questions
• Ensure you are following all regulatory guidelines for the company
• Ensure you know how to defuse customer escalation
• Ensure you know how you are being measured as a representative and are able to perform to company standards on: talk time, wrap time, first call resolution, availability time, and others as determined in our Performance Management program
• Ensure you are following all company and department policies and procedures

Requisitos / Qualifications:

• English Language and Comprehension proficiency (B2+ or C1 Level)
• Previous customer service experience
• Proven track record of professionalism and openness to coaching and feedback
• Excellent communication skills, both written and verbal
• Work collaboratively with others to drive positive outcomes
• Ability to identify, use, understand, and manage emotions in positive ways to relieve stress, communicate effectively, empathize with others, overcome challenges, and defuse conflict
• Ability to handle fast paced environment
• Detail orientation with efficient focus on work activities
• Working knowledge of Microsoft Office
• Located within GAM
• At least 1 year in current position. (internal candidates)
  
  Note: All internal candidates must inform and get aproval from their direct leaders about the interest of been part of the process.

• Customer service oriented
• Great communication skills
• Effective communicator - verbal & written
• Professionalism and openness to coaching and feedback