Trilingual Customer Service Analyst Mandarin (Barranquilla)

Job Summary: The Customer Service Agent provides professional business and customer support to Auxis managed services and customer service clients. The role focuses on delivering high-quality service in a high-volume environment while ensuring customer satisfaction, operational efficiency, and adherence to Auxis processes. The agent works independently and as part of a team, supporting client needs across multiple service channels in a trilingual environment (Mandarin, English, and Spanish).

Responsibilities:
- Communicate with customers via telephone to provide information on products and services, take or modify orders, update account information, and address complaints.- Maintain accurate records of customer interactions, inquiries, complaints, and resolutions using client management and ticketing systems.- Resolve service and billing issues through activities such as exchanges, refunds, billing adjustments, and service corrections.- Verify that corrective actions have been properly implemented and that customer issues are fully resolved.- Contact customers to respond to inquiries, communicate claim investigation outcomes, and explain any planned adjustments.- Escalate unresolved issues to the appropriate departments for further review and investigation.- Determine service charges, collect payments, and coordinate billing arrangements when required.- Complete system-based tasks such as trouble tickets, address changes, and service discontinuation orders.- Analyze relevant information to assess complaint validity and identify root causes, including external factors such as shipping delays or weather conditions.- Promote and upsell new or additional products and services when appropriate.- Review insurance terms with customers to determine coverage eligibility and next steps for claims.- Compare disputed merchandise against invoices and requisitions and prepare documentation for returns.- Recommend improvements to products, packaging, shipping, service, or billing Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b4s5y