TransPerfect
BilingualCustomerServiceRepresentative(InCenter)
“Bilingual Customer Service Representative (In-Center) at TransPerfect. Skills: Customer Service, Bilingual (English and Spanish), Communication. Handle inbound calls displaying great customer service skills. Ensure highest level of customer satisfaction”
What You'll Achieve.
Ensure highest level of customer satisfaction; Maintain call handling performance metrics for Average Speed of Answer, Service Level, Talk Time and Quality Monitoring review
Industry & Context.
Decision making and problem-solving skills; Solve problems
What They're Looking For.
Must Have
Must be 18 years or older, Effective communication and literacy skills, Ability to read scripted responses naturally, with confidence and accuracy, Professional Proficiency (speaking, listening, and reading) in English and Spanish, Ability to deal with customers from diverse backgrounds, Excellent computer skills with quick and accurate typing, the ability to open several applications at one time and review documents with attention to detail and accuracy, Quality Customer Service Skills, Ability to handle escalated calls, with empathy and professionalism, Decision making and problem-solving skills, Excellent time management skills, Previous customer service and/or 1 year of call center experience, Ability to maintain the highest level of confidentiality, Ability to work in a team fostered environment, Ability to work in a multi-tasked environment, Ability to prioritize and organize work, Ability to adapt to a flexible schedule
Nice to Have
Proficient personal computer skills, including Microsoft Office
What You'll Do.
Handle inbound calls displaying great customer service skills
Ensure highest level of customer satisfaction
Provide great customer service for incoming calls for various cases and projects
Receive emails and inbound calls from customers pertaining to service events or service contract/MFG warranty related items
Verify contract information and initiate claims based on client specific terms and conditions while following internal procedures
Perform basic troubleshooting on electronic and mechanical products
Assist customers with other service contract or MFG warranty related issues
Accurately document and update records in required systems
Maintain diplomacy and tact when communicating with customers
Escalate customer issues to management when necessary
Maintain call handling performance metrics
Communicate effectively and address customers’ needs to provide accurate information
Escalate the calls as needed
Document all calls appropriately
and follow all procedures as dictated by policy and procedures
Conduct themselves in a professional manner at all times
Adhere to structured internet rules and regulations on the call center floor
Attend all scheduled training as required
Accomplish other general tasks as required or necessary
How You'll Work.
Team & Collaboration
Ability to work in a team fostered environment; Communicate with service centers and clients
Communication Scope
Effective communication and literacy skills; Ability to read scripted responses naturally, with confidence and accuracy; Professional Proficiency (speaking, listening, and reading) in English and Spanish; Communicate effectively and address customers’ needs to provide accurate information, process inquiries, and solve problems
Applying for this Bilingual Customer Service Representative (In-Center) role?
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