Account representative

hace 2 días

Polanco, Ciudad de 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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