Description
We are seeking a dedicated and enthusiastic Bilingual Call Center Representative to join our team. In this role, you will be the first point of contact for our customers, providing exceptional service and support in both Spanish and English.
Your primary responsibility will be to assist customers with their inquiries, resolve issues, and ensure a positive experience.
Key Responsibilities
Customer Support : Provide high-quality customer service by responding to incoming calls, emails, and chats in both Spanish and English.
Address customer inquiries, concerns, and complaints effectively and professionally.
Problem Resolution : Identify and resolve customer issues by analyzing their needs and offering appropriate solutions. Follow up to ensure that issues are resolved satisfactorily.
Product Knowledge : Maintain an in-depth understanding of the company’s products and services to provide accurate information and recommendations to customers.
Documentation : Accurately document customer interactions and update records in the customer relationship management (CRM) system.
Ensure all relevant information is recorded for future reference.
Sales Support : Assist customers with product inquiries and promote relevant services or upgrades, contributing to sales targets while ensuring customer satisfaction.
Team Collaboration : Work closely with team members and other departments to resolve customer issues and enhance service delivery.
Participate in team meetings to discuss challenges and share best practices.
Training and Development : Participate in ongoing training sessions to improve customer service skills, product knowledge, and understanding of company policies.
Adherence to Policies : Comply with company policies, procedures, and regulations while maintaining confidentiality and security of customer information.
Performance Metrics : Meet or exceed performance goals, including call handling time, customer satisfaction scores, and resolution rates.
Feedback and Improvement : Provide feedback to management regarding customer concerns, common issues, and suggestions for improving service processes.
Skills, Knowledge and Expertise
• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Previous experience in a call center or customer service role is a plus.
• Bilingual fluency in Spanish and English (written and spoken) is required.
• Strong communication and interpersonal skills.
• Ability to handle difficult customer interactions with patience and professionalism.
• Proficient in using computers and various software applications.
• Flexibility to work various shifts, including evenings and weekends, as needed.
Benefits
Medical Insurance
The coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
Cost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreement
The employee may also elect to opt out of the County's medical insurance if proof of coverage is provided
Under this arrangement, the employee is provided with an annual opt out payment.
Vision and Prescription
The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
Contributions may vary, subject to collective bargaining agreement.
Dental Coverage
The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents
Contributions may vary, subject to collective bargaining agreement.
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.
Location: Calgary, AB
Posted: Sept. 30, 2024, 5:01 p.m.
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