Bilingual Customer Service Representative

Work set-up: WFH

Work schedule: PH night shift

JOB SUMMARY:

The position of Customer Care Representative entails being the primary customer support for our contact-center. Success in this position requires that the representative is able to work independently with little to no supervision to provide immediate availability, be professional, provide documentation within our systems and be knowledgeable of the client's products and services.

GENERAL RESPONSIBILITIES:

The CCR will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices.

Problem Resolution: A big part of maintaining the relationships with existing customers includes problem solving by the representative, including consulting with consumers and educating them about the client's products and services. Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such client partners.

Responsiveness:The CCR will provide responsive, timely telephone, chat and email support. The CCR shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts). In addition, the CCR will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.

Competencies: To perform the job successfully, an individual should demonstrate the following;

• Job Knowledge: Competent in required job skills and knowledge; Requires minimal supervision; Uses resources effectively; Displays knowledge and understanding of the job and how it relates to others.

• Customer Service: Displays courtesy and sensitivity; manages difficult or emotional customer situations; Responds promptly to customer needs and follows through. Delegates effectively and is organized

• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods. Ability to talk and type at the same time.

• Problem Solving - Develops alternative solutions. Gathers and analyses information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.

• Dependability- Responds to requests for service and assistance; Keeps commitments and is reliable; Commits to doing the best job possible; Resourceful, flexible and is committed to service. Takes responsibility for own actions.

QUALIFICATIONS:

• High School Diploma or GED required; College degree or equivalent experience preferred.
• Must have customer service experience; call center experience preferred.
• Fluency in SPANISH and ENGLISH

REQUIRED SKILLS/ABILITIES:

• Ability to multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.
• Must possess an aptitude for learning product knowledge and the mechanics of trouble shooting product start up and technical application usage.
• Excellent oral and written communications skills, particularly in a phone or email context
• Excellent communication skills and ability to communicate in a professional manner over the telephone
• Ability to operate under tight pressure
• Schedule must have flexibility to work evenings, weekends, holidays as required
• Proficient computer skills. Understand foundational levels of computers and technology; internet, email