Customer Support Associate -SC

Customer Support Associate
Location: Unicentro Plaza, Santo Domingo

About Helium:
Helium is a premier outsourcing center dedicated to providing top-tier administrative support, cybersecurity, and IT services to healthcare centers across the United States. We are committed to streamlining healthcare operations and ensuring seamless patient care through expert support services.

Job Description:
As a Customer Support Associate, you are supporting our clients by ensuring the Customer has a great experience, building loyalty for our client and deepening relationships with their customers. You will support customers by exhibiting a professional, empathetic, and friendly demeanor in all customer interactions in a fast-paced & demanding environment. You will demonstrate and promote Helium Core Values and Commitment to Quality in all daily interactions and responsibilities.

Responsibilities:
Respond to a high volume of incoming customer phone calls interactions in accordance with business needs, in a fast-paced & demanding environment.

Provide a world-class experience by creating personalized connections and always showcase an enthusiastic, empathetic, and professional demeanor.

Demonstrate genuine respect and appreciation for customers through active listening and provide accurate and timely solutions that build trust and value in our clients brand.

Effectively navigate multiple systems and programs to research, troubleshoot, and resolve consumer concerns during initial contact.

Record accurate and concise documentation in a computer-based system to facilitate a meaningful and positive customer experience.

Proactively identify and communicate trends with leadership to support informed decision-making.

Take ownership of your professional development to enhance skills critical to your success and maintain a high level of performance in all KPIs (Key Performance Indicators).

Actively participate in feedback and one-on-one sessions to support continuous improvement, professional development, and alignment with performance goals.

Maintain knowledge of and adhere to company and department policies and procedures.

Support and participate in a diverse team culture at Helium in accordance with professional guidelines outlined in the employee handbook.

Adhere to published schedules, including break scheduling, to ensure consistent coverage and timely service, demonstrating respect for customers.

Always adhere to security policies to ensure data security, confidentiality, and compliance.

Support other programs and/or duties as required.

Duties and responsibilities may be added, deleted, or changed to meet the needs of the organization.

Qualifications:

Prior customer contact center experience required

Excellent verbal and written communication skills – fluent in English ( B2 - C1 ).

Excellent comprehension & problem-solving skills

Ability to remain self-motivated, driven, and professional

Excellent organizational, time management and multi-tasking skills

Must be flexible with schedule to work during department hours of operation, including days/evenings/weekends/holidays as needed

Ability to use and navigate a Windows computer operating system, Internet, and other programs.

Ability to effectively utilize a comprehensive knowledge base to research solutions that address customer concerns

Ability to complete repetitive job duties

Ability to sit for long periods of time throughout your scheduled shift

Ability to handle calls using equipment such as a headset

Ability to type using equipment such as a keyboard

Benefits:

Training rate RD 200.00 (two hundred pesos) per hour

Production Rate RD$275.00 (two hundred seventy five pesos) per hour.

Collaborative and supportive work environment

Comprehensive training and professional development opportunities