Fixed Customer Service Coordinator

Description

Job Summary: Fixed Customer Service Coordinator for operational support, supervision of customer service channels, and assurance of daily activities — focused on purpose-driven growth. Key Highlights: 1. Collaborate and grow with purpose within a dynamic team. 2. Provide continuous coaching to advisors to ensure achievement of performance indicators. 3. Analyze and prepare reporting for KPI monitoring and improvement. **Job Description** ---------------------- Are you driven by collaboration, challenging the status quo, and growing with purpose? Learn about the Fixed Customer Service Coordinator position. * Provide operational support to the Customer Service Channels Supervisor to ensure adoption of daily channel activities. * Communicate and assign monthly schedules to SMs/advisors according to time-slot planning; manage schedule changes and adherence. * Coach advisors to meet operational indicators, providing continuous support to assigned advisors/SMs. * Support SMs during PM handovers or client meetings. * Conduct daily NPS tracking and detractor management. * Review Premium and Preferred inbox emails daily; validate referrals and tagging. * Manage email and WhatsApp channels. * Perform random quality monitoring of calls/emails/WhatsApp messages. * Assist in designing technical troubleshooting solutions for post-sales management. * Prepare the monthly TIF report for regulatory submission. Monthly. * Analyze and prepare reporting for KPI monitoring and improvement opportunities. What We Need From You: * Minimum 2 years of experience in a call center team. * Technical knowledge in Networking (connectivity and networks). * Knowledge of security and firewall configuration. **Candidate Requirements** -------------------------- * Bachelor’s degree in Systems Engineering, Computer Science, or related field. * Intermediate-to-advanced Excel skills. * Intermediate SQL skills (desirable). * CCNA certification (desirable). **Selection Process** ------------------------ Our selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1. Apply to this position. 2. Check your email. 3. Log in to Aira and complete the requested questions and/or assessments. If your profile matches our requirements, we will contact you via email (through Aira) to proceed to the in-person stage. **About Us** ------------------ We are Entel, a leading telecommunications and technology company in Latin America, with over 60 years of industry experience. We operate in Chile and Peru, focusing on delivering solutions that connect people, businesses, and organizations through mobile and fixed-network services — including data, IT integration, internet, local and long-distance telephony, among others. Since entering Peru in 2013, we have championed an innovative business proposition and a customer-centric approach as our core purpose. **Our Benefits** ----------------------- * Company-provided mobile phone * Flexible working hours * Health insurance * Wellness activities * Training programs and courses * Product discounts * Free parking