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Customer Service Representative

hace 2 meses

Naucalpan de Juárez, México AT & T A tiempo completo

Job Overview:

As a Bilingual Senior Customer Care & Collections Representative at AT&T, you will be part of a team dedicated to delivering exceptional service to our customers. Your primary responsibility will be to provide quality service and support to ensure that our customers' needs are met in all financial care competencies.

Key Responsibilities:

  • Provide excellent customer service to a variety of customers, including those with complex issues.
  • Explain and sustain different charges on bills, ensuring customers understand their financial obligations.
  • Create a sense of urgency to help customers get current on their accounts, while maintaining a professional and empathetic tone.
  • Multi-task while using a computer and wearing a telephone headset, evaluating and offering different payment options for customers, taking notes, and building rapport.
  • Build relationships and provide excellent customer service in all interactions, resolving issues while on the phone.
  • Be creative and innovative in finding solutions to customer problems.

Requirements:

  • Advanced English fluency to engage with U.S. customers.
  • Previous 1 year collection experience, back-office tasks, or wireline or wireless support.
  • Ability to manage a variety of customer emotions and requirements.
  • Establish positive relationships with customers during every interaction.
  • Listen, respond, and resolve consistently on every call throughout your shift.
  • Be comfortable using a personal computer to take notes and research billing questions while engaging with customers on the phone.
  • Ability to train/work 40 hours per week during operation hours Monday to Friday, with weekends off.

Compensation and Benefits:

Competitive monthly base salary, plus additional benefits, including major medical insurance, life insurance, saving fund, 30 days of Christmas bonus, vacation days, and more.

Training and Development:

You will be required to attend 100% of your training at the office, with a 90-day trial period. During this time, you will not be authorized to request vacation or personal days off.

Work Environment:

This is a full-time office position, requiring you to work 40 hours per week during operation hours Monday to Friday, with weekends off.