Italian/English Bilingual Technical Support Onsite

About Company

Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client's brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

• Job Summary / Overview

Each agent must answer customers inquiries about the account's different types of products and services through various channels (voice, chat, webform, email, and social media). This person provides support to the customers and thoroughly documents each interaction.

• Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

The agent must provide excellent support service to every single contact, following the account's processes and policies, and professionally accomplishing the LOB metrics. Also, the agent must be able to provide prompt answers, solve problems, and have communication etiquette.

• Customer Assistance:

Handling incoming calls, webforms, emails, chats, or social media inquiries from customers

• Providing prompt and courteous responses to customer inquiries and issues

Assisting customers with product or service-related questions, troubleshooting, and problem resolution

• Making outbound calls to customers when circumstances dictate

• Basic Troubleshooting:

Performing initial diagnosis and troubleshooting of customer issues

• Following standard procedures to resolve simple problems

Escalating complex issues to Tier 2 support or supervisors when necessary

• Information and Guidance:

Providing information about products, services, promotions, and policies

• Guiding customers through account setup, billing inquiries, or order placement

• Documentation and Data Entry:

Documenting customer interactions and details accurately in the ticket management application

• Recording customer complaints, feedback, and resolutions

• Customer Satisfaction:

Striving to meet or exceed customer expectations and service level agreements (SLAs)

• Ensuring a positive customer experience during every interaction

Achieving first contact resolution when possible

Experience/ Skills

• Excellent Italian/ English communication skills

Knowledge of Windows applications (Microsoft Word and Excel) or similar software applications; proficiency preferred

• Proficient in critical thinking skills, listening skills and conflict resolution

Demonstrating accurate data entry at a minimum of 40 words per minute. The ability to listen and type simultaneously is critical

• At least 1-year experience in a call center environment demonstrating professional phone skills is required

At least 1-year experience providing product technical support is preferred

• Phone sales experience is preferred

Age

• Applicant must be 18 years old or above

Education

• High School diploma is required; some college education is preferred

Benefits

• Health/ Dental/ Life Insurance

Allowances

• Generous Bonus Program

PTO

• Shift Differential

Yearly compensation increases with completion of Transparent BPO University courses

Job Type: Full-time

Pay: Php80,

• 00 - Php100,000.00 per month
  
  Benefits:
• Company Christmas gift

Free parking

• Health insurance

On-site parking

• Opportunities for promotion

Paid training
Schedule:

• 8 hour shift

Evening shift

• Night shift

Supplemental Pay:

• 13th month salary

Performance bonus

Experience:

• Technical support: 1 year (Required)

Language:

• English and Italian (Required)

Application Deadline: 08/27/2024
Expected Start Date: 09/02/2024