Bilingual Customer Service Representative
hace 7 días
Description:
At TTEC, we bring first-class service across each market we support.
As a
Customer Service Representative in
Mexico City, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
What You'll Be Doing
The
Customer Service Representative is responsible for providing timely and professional customer service in response to inquiries or concerns; confirmation of device installation, activation and reporting; troubleshooting mínimal issues and ensuring proper escalation of issues outside of the
Customer Service Representative's scope.
This role is responsible for meeting expected customer service levels; support business performance goals of the program by providing a full range of services ensuring support to the third-party installation technicians.
During a Typical Day, You'll
- Promptly process and answer/resolve inquiries or concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and take the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
- Provide thorough and timely confirmation of device activation, provide essential troubleshooting consultation and escalate calls appropriately.
- Develop an understanding of client's line of business to provide best in class service while communicating professional, grammatically correct verbal or written responses to customer inquiries or concerns.
- Understand use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.
- Provide technical support & guidance to customers on proper installation techniques, wiring configurations, and product functionality for all devices as well as providing recommendations on proper device utilization based upon company requirements.
- Triage incoming calls and find correct resolution for not only new device installation and device swaps, but also direct any inquiries that fall outside of scope to the correct person(s) or department(s) to ensure proper follow up with management and/or appropriate department responsible for resolution.
- Ensure that all customer contacts are properly logged into the device, ensure that our client has accurate contact information on the customer, manage and audit of documentation of customer files.
- Utilize a wide variety of client system and CRM tools to aid in assessing and confirming all devices are successfully reporting for service technicians and their business partners.
- Employ customer satisfaction tools according to guidelines.
- Recommend changes to departmental policies and procedures to improve support services provided to the customer, keeping the Supervisor informed of any issues as they arise.
- Attend team meetings, pep sessions, 11s, focus groups, and training sessions as scheduled.
- Provide recommendations to Supervisor regarding the resolution of recurring problems.
- Assist in formulation of problemsolving techniques for newly discovered issues.
- Maintain exceptional product knowledge and as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products and technologies.
- Handle additional projects and assignments as directed.
What You Bring to the Role
- High school diploma or GED required.
- One (1) year customer service experience.
- Strong written and oral communication skills with all levels of the organization
- Strong customer service, interpersonal and relationshipbuilding skills
- Strong multitasking skills
- Strong organizational, time management, planning and problemsolving skills
- Strong teambuilding skills, to work well within a close team environment selfsufficient, resourceful and works well with mínimal supervision
- Ability to demonstrate a high degree of professionalism
- Working knowledge of computers
A Bit More About Your Role
- You must be able to interact with all internal and external departments and contacts.
- You must represent TTEC professionally with all clients and external organizations and contacts.
About TTEC
TTEC has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breathe, and play by them every day.
As a TTEC team member, you can expect:
-
Culture of Service - to be treated like you are the customer from day one
-
Teamwork:
- belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions
-
Respect:
- a team that is accountable, dependable and gives you their full attention
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