Customer Service Executive - With or Without Bilingual Spanish

Talent group
 Remote
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Job Description & Key Skills:

As a Customer Remediation Advisor, your role will be to focus on providing accurate resolutions for customers. You will handle customer relationships and assist with their individual service needs whilst delivering extraordinary customer service.

Preferred qualifications

  • Proven Call center experience -At least 3-5-years of experience

Responsibilities

  • Respond to customers through various channels including telephone (both inbound and outbound), internet, and written correspondence as appropriate. You will also perform research to complete back-office transactions
  • Acquire detailed knowledge of product ranges and excellent service.
  • Offer an excellent level of customer service, pro-actively serve customers across their product portfolio, handle high-volume customer inquiries across the product range.
  • Follow clear instructions and guidelines to resolve customer enquiries at the first point of contact.
  • Training is given to enable you to establish trust and resolve customer queries, handle complaints. Constant monitoring, mentorship, and development will be given to ensure continuous improvement.
  • Collaborate with colleagues across multiple departments to provide a high-quality service to customers
  • Recognize individual customer service needs and resolve their enquiry
  • Provide resolutions to avoid customers having to call again, or have the call transferred
  • Ability to handle complaints, log complaints, and escalations with appropriate disposition code in the system
  • Excellent customer service and social skills with the ability to recognize and support the specific needs of the most vulnerable customers
  • Maintain and update customer-related information systems to ensure accurate records; collecting and accessing appropriate information relevant to your call type
  • Process back-office transaction in the system related to customer remediation
  • Keen to progress to other levels and will consistently self-assess your performance against agreed targets by working closely with your manager
  • Work effectively as part of a team, recognizing how teams can deliver phenomenal results

Qualifications we seek in you!

Minimum qualifications

  • High School Diploma/GED
  • Experience in contact/call center, customer service
  • Excellent communication and interpersonal skills
  • Good written skills
  • Problem Solving Skills
  • The flexibility of shifts and to work overtime hours as per business requirements.
  • Dedication to performance quality or doing an extraordinary job
  • Results-Oriented
  • Analytical & problem-solving skills
  • Stress management abilities
  • Ability to maintain high levels of confidentiality and data security standards
  • Ability to handle multiple tasks with minimal supervision
  • Ability to look after specific Inbound/Outbound calls from customers

Job Requirements:

  • Open customer accounts by recording account information
  • Acquire a new customer account
  • Resolve customer account related issues
  • Provide ongoing customer account maintenance
  • Providing updates on customer accounts
  • Providing customer information or answering questions about customer accounts
  • Maintain customer records by updating account information
  • Provide telephonic customer service to account and field calls pertaining to other accounts
  • Provide excellent customer service to customers
  • Resolve customer account discrepancies working with customers and accounting
  • Increase customer account base by compiling list of prospective customer
  • Processing new customer sales applications
  • Manage daily activities of assigned customer accounts
  • Answering customer questions and owning customer issues
  • Administer customer orders and processes for major accounts
  • Solve customer and sales team
  • Providing Sprint customers superior customer service
  • Providing customer support by administering orders and accounts to internal and external customers
  • Make suggestions and pursue customer account possibilities beyond customer initiated requests
  • Prepare customer service summary reports
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