Call Center Agent

Description

Job Summary: We are seeking a friendly and communicative call center agent to provide first-line assistance to customers via phone, email, and chat. Key Highlights: 1. Practical experience in call centers and customer service 2. Development of professional telephone support skills 3. Building a professional career in customer service and technical support Job Summary **TH Kuan Customer \& Technology Services Chile SpA** is looking for a friendly, communicative, and customer-oriented ***call center agent*** to join our team in Puente Alto. As a call center agent, you will deliver first-line customer assistance primarily by phone, and also provide support via email, chat, and authorized digital channels as needed. You will respond to inquiries, resolve routine service issues, update customer information, document interactions, follow up on open cases, and escalate technical or complex requests to the appropriate teams. You will work closely with customer service, technical support, digital operations, and administration teams to contribute to efficient, professional, and consistent customer experiences. This position is ideal for recent graduates and candidates with no prior experience who are interested in call centers, contact centers, BPOs, customer service, technical support, or digital customer experience. Responsibilities: - Answer incoming customer calls. - Respond professionally and courteously to customer inquiries. - Identify customer needs through active listening and appropriate questioning. - Provide accurate information about the company’s authorized products, services, and processes. - Assist customers with routine account and service inquiries. - Provide first-line assistance for simple service issues. - Create and update customer cases in CRM or incident management systems. - Accurately document telephone conversations and customer requests. - Maintain customer contact and account information. - Monitor open customer cases and service requests. - Perform callback and follow-up activities with customers. - Respond to approved email and chat inquiries as needed. - Assist customers with basic questions regarding the digital platform and account access. - Monitor shared customer service queues. - Handle routine customer complaints professionally. - Follow established procedures for complaint resolution. - Escalate complex technical, billing, contractual, or account-related issues. - Coordinate customer requests with technical support teams. - Maintain accurate case notes and service records. - Assist with customer onboarding when applicable. - Support customer satisfaction and feedback initiatives. - Maintain basic customer service records in Excel or Google Sheets. - Prepare routine reports on call center activity. - Work toward achieving established response time and service quality targets. - Follow customer verification and privacy procedures. - Protect confidential customer information. - Identify recurring customer concerns and report trends. - Participate in training and quality review sessions. - Support continuous improvement of customer service. Requirements: - Completed secondary education or equivalent qualification. - Technical or professional studies in Customer Service, Business Administration, Communications, Computer Science, Marketing, or related fields are highly valued. - Approximately 0\-1 year of relevant experience. - Prior call center experience is not mandatory. - Recent graduates and individuals entering the workforce are encouraged to apply. - Strong customer service orientation. - Excellent verbal communication skills—clear and professional. - Strong active listening ability. - Good written communication skills. - Comfort communicating with customers by phone. - Basic computer literacy and data entry skills. - Familiarity with Microsoft Office or Microsoft 365\. - Basic knowledge of Microsoft Excel or Google Sheets. - Familiarity with CRM or incident management platforms is a plus. - Ability to quickly learn new technological platforms. - High attention to detail. - Good organizational and time management skills. - Ability to maintain professionalism when dealing with dissatisfied customers. - Strong problem-solving skills. - Ability to follow established procedures and scripts while maintaining natural customer conversations. - Ability to identify issues requiring escalation. Why Work With Us? - Gain practical experience in call centers and customer service. - Develop professional telephone support skills. - Gain experience with CRM and incident management platforms. - Develop customer problem-solving skills. - Become familiar with technology-based customer service offerings. - Learn structured customer case management procedures. - Develop complaint resolution and escalation management skills. - Gain experience working with key customer service performance indicators (KPIs). - Strengthen professional and digital communication skills. - Work alongside customer service and technology professionals. - Build transferable capabilities in BPO and technology services. - Build a professional career path toward roles such as Customer Service Specialist, Technical Support Specialist, Quality Analyst, Contact Center Team Leader, or Customer Operations Coordinator. Salary: $550\.000 \- $750\.000 per month Work Location: On-site employment