Customer Service Representative, Bilingual Spanish/English

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🕒 il y a 1 jour

🤠 Texas – Distant

🤠 Texas – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

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Stafford Communications Group

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 1995

⚕️ Assurance santé

💄 Beauté

Healthcare Insurance • Beauty • Food

Stafford Communications est une division de Premier BPO spécialisée dans la prestation de services complets d'externalisation de centres d'appels, de conseil et de conformité pour les industries réglementées. Forte de près de 25 ans d'expérience, l'entreprise dessert divers secteurs, dont la santé, les produits pharmaceutiques, la beauté et l'alimentation. Stafford Communications se concentre sur l'optimisation des initiatives de service client en veillant à ce qu'elles soient alignées sur les programmes marketing. L'entreprise propose des technologies de pointe et des équipes d'experts pour améliorer l'expérience client et rationaliser les processus des centres d'appels à l'échelle mondiale depuis ses bureaux aux États-Unis et au Canada.

Description

• Answer incoming phone calls, live chats, and respond to written communication. • Troubleshoot any issues related to the consumer product. • Assist consumers with order inquiries, product information, and shipping updates. • Process refunds and replacements accurately and efficiently. • Make recommendations based on consumer’s needs. • Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. • Deliver a high-quality, empathetic customer experience across all channels. • Manage multiple systems and tasks simultaneously in a fast-paced environment. • Continually maintain working knowledge of all company products, services, and promotions. • Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards.

🎯 Exigences

• Fluent in Spanish and English (written and spoken) • Ability to multitask and navigate multiple systems efficiently • Excellent verbal and written communication skills with attention to detail including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving • Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations • Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical • Previous customer service experience preferred. • College degree preferred with minimum of 3 years customer service experience. • Strong computer experience working on multiple software programs. • Consultative customer service skills: ability to analyze a customer’s situation and present a solution. • Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment. • Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat). • Must be authorized to work in the US without sponsorship.

🏖️ Avantages

• Equipment supplied • Shift work between 9:00AM – 5:00PM EST or 10:00AM – 6:00PM EST