Job Summary: We are seeking a Customer Service Executive to manage interactions, ensure service quality, escalate cases, guide students, and report incidents. Key Highlights: 1. Comprehensive customer service through multiple channels 2. Management of interactions and case escalation to the Back Office 3. Guidance to students on digital tools and services At the **ICPNA**, we are looking for our next Customer Service Executive - Channels who meets the following profile: **Responsibilities:** * Handle all incoming interactions via any medium or communication channel within the assigned system. When communicating with customers, access student or prospective customer data such as first names, last names, national ID numbers (DNI), registration dates, programs, campuses, modalities, among others. * Respond to calls assigned by the system, ensuring compliance with three core elements of daily performance: 1) Categorize the reason for each interaction at 100%. 2) Categorize the reason for each interaction accurately reflecting reality. 3) Escalate 100% of interactions to Post-Service Surveys (EPA). When communicating with customers, access student or prospective customer data such as first names, last names, national ID numbers (DNI), registration dates, programs, campuses, modalities, among others. * Escalate to the second-level team (Back Office) all interactions that can be resolved using the assigned platform. * Comply with institutional service policies, procedures, protocols, and instructions. * Guide students on the proper use of self-service tools and available digital services. When communicating with customers, access student or prospective customer data such as first names, last names, national ID numbers (DNI), registration dates, programs, campuses, modalities, among others. * Accurately record each service interaction in the corresponding system. * Attend scheduled institutional and managerial training sessions. Likewise, become familiar with guidelines established in the Student Handbook and Regulations. * Promptly report internal incidents (related to ICPNA systems and/or tools, campus infrastructure, unsafe conditions) and external incidents (customer-related events) affecting student and customer service, both in physical and virtual settings, to the immediate supervisor. * Identify opportunities for process improvement and automation, as well as required information to be transferred to frontline service. * Perform other permanent or occasional responsibilities formally communicated and specified (e.g., support to Recruitment or Retention departments), accompanied by the corresponding training process. **Knowledge Requirements:** * **Academic Qualification:** Technical or Bachelor’s degree in Administration or related technical fields. * **Microsoft Office:** Advanced level * English: Basic / Intermediate * **Customer Service Platform Proficiency:** CRM (mandatory); omnichannel management dashboard experience preferred. **Experience:** * 2 years of experience in customer service or similar roles. * Prior experience in the education sector or similar institutions is desirable. Employment Type: Full-time, Temporary Application Question(s): * Do you have experience using CRMs? Which ones? * This position is temporary—do you agree? Experience: * Customer service via channels: 2 years (Desirable) Work Location: On-site employment