Customer Service Executive - Channels (Temporary)

Description

Job Summary: We are seeking a Customer Service Executive to manage interactions, ensure customer satisfaction, and support continuous service improvement at ICPNA. Key Responsibilities: 1. Manages omnichannel interactions with customers and students 2. Guides users on self-service tools and digital services 3. Identifies opportunities for process improvement and automation At **ICPNA**, we are looking for our next Customer Service Executive \- Channels who meets the following profile: **Responsibilities:** * Handle all incoming interactions via any communication medium or channel in 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 operations: 1\) Categorize the purpose of each interaction with 100% accuracy. 2\) Categorize the purpose of the interaction ensuring alignment with actual circumstances. 3\) Route 100% of interactions to Post-Service Surveys (EPA). When communicating with customers, access student or prospective customer data such as first names, last names, 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 in the proper use of available self-service tools and digital services. When communicating with customers, access student or prospective customer data such as first names, last names, DNI, registration dates, programs, campuses, modalities, among others. * Accurately record each interaction in the corresponding system. * Attend scheduled institutional and managerial training sessions. Likewise, become familiar with guidelines outlined in the Student Handbook and Regulations. * Promptly report internal incidents (e.g., related to ICPNA systems and/or tools, campus infrastructure, unsafe conditions) and external incidents (e.g., customer-related events) affecting student and customer service delivery both on-site and virtually, to the immediate supervisor. * Identify opportunities for process improvement and automation, as well as required information to be transferred to frontline staff. * Perform other permanent or occasional duties formally communicated and specified (e.g., support for Recruitment or Retention teams), accompanied by appropriate training. **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); experience with omnichannel management dashboards is desirable. **Experience Requirements:** * Minimum 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