Bilingual Call Center

• Strive to become a Subject Matter Expert of clients’ products and services, and remain informed and knowledgeable of product and business changes
• Resolve customer issues or concerns via phone, chat, or email by asking troubleshooting questions to diagnose and provide accurate product and service information, according to established policies and procedures
• Accurately and efficiently update CRM / databases of all customer inquiries and request of warranty replacements
• Provide exemplary customer service by actively listening to customer issues or concerns, speak to customers in a professional dignified tone, provide empathy and understanding of the customer’s point of view, and handle every call with enthusiasm and pleasantries
• Maintain required performance expectations in quality, availability, call handle time, attendance, promptness

Knowledge, Skills, & Competencies:

• Exemplary Customer Service (Contact Center experience a plus) with ability to communicate with diverse audiences
• Excellent Active Listening skills
• Clear and tactful communication, both verbal (pronunciation) and written (accurate spelling and grammar)
• Service all customers, especially those agitated, with a pleasant and professional demeanor
• Ability to build trust and rapport with customers and coworkers
• Technical and mechanical aptitude with ability to understand, troubleshoot and resolve technical issues
• Ability to manage customer information with sensitivity and discretion
• Highly accurate and detail oriented