Spanish Bilingual Customer Service Agent

Handles customer inquiries via inbound calls 

Builds and maintains business relationships with clients by providing prompt and accurate services to promote customer loyalty 

Manages and resolves customer complaints; escalates to Management when necessary 

Provides customers with easily understood answers to product and service information depending on customer situation 

Identifies and escalates priority issues by asking probing questions and using the Knowledge base software 

Routes customer requests to appropriate resource 

Provide software technical support 

Handles all calls according to existing guidelines, and meets department requirements for phone time availability and call quality metrics 

Documents all call information according to existing guidelines. 

Communication (written and verbal): Strives to speak both English and Spanish, and write clearly and succinctly in a variety of settings; can get messages across to have the desired effect. Strives for closed-loop communication by proactively anticipating “the next question”. 

Listening Practices: Attentive and active listening; has the patience to hear people out and can accurately restate the opinion of others. 

Problem analysis and problem-solving: Takes time to properly define the problem and demonstrates patience. Looks beyond the obvious and doesn’t stop at the first answer. Asks others for input. 

Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers. 

Quality Focus: This means having a high level of commitment to not only doing your job but doing it well. Knowing all the ins and outs of our products/services, down to the last detail, means you’ll be able to provide your customers with the most comprehensive and efficient solutions possible. 

Fostering Teamwork: As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to learn to work together. 

Accountability: Complete the tasks assigned, perform the duties required by the position and be present for proper shifts in order to fulfill or further the goals of the organization. 

High school Diploma OR a minimum of 4 CXC Subjects including English. 

A minimum of 6 months to 1 year of customer service along with technical experience in a call center setting. 

Ability to give full attention to what other people are saying and to actively look for ways to help people 

Ability to use logic and reason to identify the strengths and weaknesses of alternative solutions 

Expected working knowledge of a PC (internet browser, remote desktop access, etc.), be able to use more than one screen. 

Knowledge of administration and clerical processes 

Spanish speaking is a plus. 

The ability to type 26 WPM or more.