Account representative

hace 3 semanas

San Antonio Tecómitl, México HCLTech A tiempo completo

About the Role

We are looking for a Subject Matter Expert (SME) to act as a resource for account representatives and management, supporting customer inquiries about products or services in alignment with Telex and client goals. This role requires strong problem-solving skills, collaboration, and a commitment to delivering exceptional service.

Key Responsibilities

- Handle customer contacts via social media, chat, phone, or email as needed.
- Resolve escalated requests and issues (Data, Systems, and/or Customer).
- Collaborate with internal/external teams to update and maintain program databases, scripts, and reports.
- Assist internal and external business partners with special projects.
- Develop and maintain strong working relationships with team members and client representatives.
- Provide input for training development and materials.
- Serve as a resource for program knowledge and recommend corrective actions for issues.
- Perform administrative tasks such as report generation and documentation.

Qualifications

- Education: High school diploma or GED required; Bachelor’s degree preferred. Healthcare-related degree or license may be required for certain programs.
- Experience: Minimum of 1 year in a contact center or related environment.
- Technical Skills: Proficient in Microsoft Office and Windows-based applications; intermediate to advanced Excel skills.
- Language: Ability to read, write, and speak English fluently; French and/or Spanish may be required.
- Other Skills: Strong organizational skills, ability to multi-task, attention to detail, and excellent communication skills.

Additional Requirements

- Completion of all program-related training and compliance certifications.
- Ability to manage difficult or emotional customers while maintaining composure.
- Flexibility to work evenings, holidays, and handle multiple tasks simultaneously.
- Physical demands: Regularly required to sit and communicate; occasionally lift up to 15 pounds.

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