Job Description : Customer Service Agent

The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change, and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be indicative and not a permanent, definitive, and exhaustive statement.

Required Qualifications

• Bachelor's degree in Communications, Business Administration, Healthcare Administration, International Relations, or a related field.
• 4+ years of customer service experience with expert knowledge of Zendesk.
• Proven experience in customer service, client relations, or support roles, preferably in healthcare, education, or immigration services.
• Exceptional verbal and written communication skills, with the ability to explain complex processes (licensure, exams, immigration steps) clearly and professionally.
• Strong cultural awareness and sensitivity, with demonstrated ability to support individuals from diverse international backgrounds.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM systems or help desk software.
• Demonstrated active listening and problem-solving abilities, including skill in de-escalating challenging or emotional situations.
• Excellent time management and organizational skills, with the ability to balance multiple inquiries and tasks simultaneously.
• High level of professionalism, empathy, and patience when guiding international nurses through stressful or complex processes.
• Commitment to confidentiality and ethical standards, especially when handling sensitive personal and professional data.

Key Responsibilities

• Serve as the first point of contact for international nurse candidates, responding promptly to inquiries via Zendesk, email, phone, and chat.
• Guide nurses through each stage of the U.S. RN process, including exam preparation, credentialing, licensing, and immigration-related steps, by providing clear and accurate information.
• Utilize Zendesk to manage tickets, track communications, escalate issues, and ensure timely resolution of all support requests.
• Maintain detailed records of candidate interactions and case progress in company systems, ensuring accuracy and confidentiality.
• Collaborate closely with case processors and other internal teams to ensure seamless support for candidates and quick resolution of issues.
• Identify and escalate complex or urgent concerns to supervisors or specialized departments, following company protocols.
• Assist with creating and updating knowledge base articles and FAQs in Zendesk to improve efficiency and provide self-service resources for candidates.
• Monitor response times and customer satisfaction metrics within Zendesk to meet or exceed performance standards.
• Demonstrate cultural sensitivity and empathy in all interactions, ensuring international nurses feel supported and valued throughout the process.
• Contribute to continuous improvement initiatives by suggesting enhancements to workflows, communication strategies, and support tools.

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