Bilingual Customer Service Representative

**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