Bilingual Customer Service Representative

hace 2 semanas

Cuauhtémoc, México Quantum A tiempo completo

**About the Company**

Quantum Financial Technologies redefines small business lending with our diverse and adaptable financial solutions. We are a dedicated lending partner focused on empowering small businesses to achieve their growth objectives. We are committed to fueling the growth of enterprises and small-to-medium businesses (SMBs) with our tailor-made financial services. Recognizing that each business has unique financial needs and growth trajectories, we offer a range of customized solutions. From agile microloans for quick capital injections to expansive term loans for long-term strategies, our diverse portfolio ensures that we have the right financial tools to support your journey whether you are scaling up or solidifying your market position.

**Job Summary**

**Key Responsibilities**

**Customer Support & Issue Resolution**:

- Handle customer complaints, concerns, and inquiries with professionalism, ensuring a positive experience throughout the interaction.
- Troubleshoot and resolve product or service issues by identifying the root cause and providing appropriate solutions or escalation when necessary.

**Product & Service Knowledge**:

- Maintain a thorough understanding of the company's products, services, policies, and procedures to assist customers accurately.
- Stay updated on new product releases, features, and company updates to effectively address customer inquiries and promote relevant offerings.
- Educate customers on product usage, troubleshooting steps, and self-service options, ensuring they maximize the benefits of the company's products or services.

**Customer Relationship Management**:

- Build and maintain strong relationships with customers by demonstrating empathy, professionalism, and responsiveness in every interaction.
- Record and update customer interactions and inquiries in the company’s CRM system to track issue resolution and identify potential areas for improvement.
- Follow up with customers to ensure issues are fully resolved and their expectations are met.

**Collaboration & Cross-Functional Support**:

- Collaborate with other departments (e.g., sales, technical support, billing) to resolve complex customer issues or escalate matters as needed.
- Communicate customer feedback to internal teams to help improve products, services, or processes based on customer input.
- Assist in team efforts to improve the overall customer experience by providing insights or suggestions for process improvement.

**Compliance & Documentation**:

- Ensure that all customer interactions adhere to company policies, procedures, and regulatory requirements.
- Maintain accurate and up-to-date records of all customer interactions, issues, and resolutions.
- Provide reports on common customer issues and feedback to identify areas for product or service improvements.

**Customer Satisfaction & Retention**:

- Work to meet and exceed customer service targets, including response times, resolution rates, and customer satisfaction scores.
- Promote customer retention by resolving issues efficiently and building long-term relationships with clients.
- Offer suggestions for additional products or services that align with customer needs and improve their overall experience.

**Qualifications (Knowledge/Skills/Abilities/Experience)**

**Education**:

- High school diploma or equivalent required. A bachelor's degree in a related field is a plus but not required.

**Experience**:

- Minimum of 1-2 years of experience in customer service or a related field, preferably in retail, hospitality, or a service-oriented environment.
- Experience using customer service software, CRM systems, or other support tools is preferred.

**Skills/Abilities**:

- Strong verbal and written communication skills, with the ability to engage with customers professionally and clearly.
- Excellent problem-solving abilities, with a customer-centric approach to addressing inquiries and issues.
- Ability to manage multiple customer interactions simultaneously while maintaining high-quality service.
- Strong interpersonal skills, with the ability to demonstrate empathy, patience, and professionalism in challenging situations.
- Proficiency in using computer systems and customer service tools, including Microsoft Office Suite and CRM systems.

**Knowledge**:

- Familiarity with customer service principles and best practices, including troubleshooting techniques and customer issue resolution.
- Understanding of the company’s products, services, and industry to provide knowledgeable assistance to customers.

**Personal Attributes**:

- Customer-focused, with a passion for delivering exceptional service and building positive relationships with clients.
- Detail-oriented, with a commitment to accuracy and thoroughness in handling customer inquiries.
- Adaptable and flexible, with the ability to adjust to changing priorities in a fast-paced environment.
- Team player, with a collaborative attitude and willingness to support colleagu

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