Customer Service Processor - Outbound Calls

Role Overview

A Customer Service Processor at SALIX spends the working day on the phone with customers, reaching out to confirm who they are, collect and validate the details the business needs, and record that information correctly in internal systems. The role sits at the point where client requirements meet real conversations, so the accuracy of every update and the professionalism of every call directly shapes how reliably SALIX delivers for the clients it serves. Much of the job is about keeping work moving: chasing outstanding items, closing out assigned actions on time, and making sure nothing sits unresolved.

Key Responsibilities

• Place outbound calls to customers throughout the day, introducing yourself clearly, explaining the purpose of the contact, and confirming you are speaking with the right person.
• Collect, cross-check, and validate customer information against what is already on file, flagging discrepancies rather than letting them through.
• Enter and update customer records in internal systems so each conversation, correction, and next step is captured while the details are still fresh.
• Track open items through to completion, following up on outstanding actions and making sure assigned work is closed out within required timelines.
• Work across several systems at once while staying on the line and keeping the interaction smooth for the customer.
• Route sensitive, unusual, or unresolved situations through the agreed escalation path instead of handling them outside your authority.
• Meet the quality, accuracy, and productivity thresholds set for the role, and adjust your approach based on feedback from coaching and quality reviews.
• Protect confidential customer data in line with security, compliance, and client-specific requirements, and contribute to team meetings and process improvement discussions.

Requirements & Qualifications

• Certificate, diploma, or degree from a recognized institution.
• Confident spoken and written English, with the ability to explain things plainly and listen carefully to what a customer is telling you.
• Comfort with outbound calling as a central, recurring part of the working day, not an occasional task.
• Working computer proficiency and the ability to pick up unfamiliar software without extended hand-holding.
• Organizational and time-management skills strong enough to juggle several priorities without letting accuracy slip.
• Reliable attendance, punctuality, and a disciplined, accountable approach to assigned work.
• Professionalism, integrity, and a genuine customer-focused mindset.

Preferred qualifications

• Previous experience in a customer service role.
• Experience in a call centre or BPO environment.
• Experience in an outbound calling environment.
• Hands-on use of CRM platforms or customer support tools.
• Bilingual proficiency in English and Spanish.