Customer Experience Specialist - Tier 2

Hiring company: Liberty Latin America Communications, Inc. Source: LLA Careers Home - Liberty Latin America WHAT IS THE ROLE • Acknowledge and resolve customer escalations received via all customer communication channels including but not limited to phone, fax, web and written communication. • Maintain the integrity of all amounts written off against customers’ accounts, adhering to the organization’s Customer Charter, accounting, auditing and credit policies while maintaining • the professional reputation of the business, and to maintain proper documentation to ensure regulatory compliance. • Provide support relating to the processing of all products and services for all areas of the business including our outsourced partners WHAT YOU’LL DO • Resolve all customer issues including queries and adjustments raised against customer accounts within established limit and agreed KPI and update relevant systems. • Acknowledge, follow-up and provide update on all escalated customer issues to guarantee customer satisfaction and log all issues received through the various communication channels to ensure accountability. • Monitor adjustment activities and take the necessary corrective actions to ensure adjustment resolution in the shortest time. • Update Orders in accordance with pricing plans, promotions and other charges, as required, to correct billing anomalies. • Liaise and provide support to Field Technicians for completion of restoration and provisioning activities for all services, as well as information to maximize opportunities for utilization of Company services in resolving customer related issues. • Create and adjust customer records on the relevant applications as they relate to customers’ adjustments. • Liaise with other teams and departments to facilitate continuous process improvements geared towards exceeding customer expectations. • Identify and analyze training deficiencies highlighted in the number of errors received from all areas of the business, outsourced partners and prepare training document to address knowledge gap. • Identify and make recommendations to resolve issues affecting provisioning and fault clearance • Ensure that confidential information inclusive of unlisted accounts is not divulged to unauthorized persons. • Provide training support to upskill other colleagues to improve the effectiveness and efficiency of the Team • Update daily activities in shared space • Perform any other duty that may be assigned WHAT YOU'LL NEED Knowledge and Experience • Associate Degree in Business Administration or Telecommunications is preferred but not required. • 3-5 years experience in customer service or related field. • Strong verbal and written communication skills Skills & Abilities • Excellent communication and interpersonal skills with the ability to work collaboratively across departments. • Detail-oriented with strong problem-solving skills and a focus on continuous improvement. • Proficiency in system software tools and MS Office Suite