Bilingual Customer Service Representative

THE WORK: Join our dynamic team and be part of shaping the future! Build Knowledge and support the team, participate in Problem Solving discussions. Let's create a positive impact together!

What would your day-to-day look like?

• Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution.

• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.

• Develops and maintains knowledge of customer and customer specific business environment.

• Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements.

• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training.

• Shares information required for the team to be successful.

• Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings.

• Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures.

• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.

• May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead.

• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction.

• Pay close attention to detail and follow through to resolve any outstanding issues.

• Ensure proper documentation, notification, escalation, tracking and follow-up.

• Provide functional and/or technical support.

• Complete all training (i.e., on processes, tools and on functional subject of support).

• Take direction and complete simple technical tasks