Bilingual Customer Service Representative

December 25, 2024

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CSC Generation

WebsiteLinkedInAll Job Openings

venture capital • financial technology

1001 - 5000 employees

🛒 Retail

🛍️ eCommerce

💰 Venture Round on 2019-01

Description

• The Customer Service Representative I will serve as the front line of customer support, handling inbound calls in both English and Spanish. • This role is responsible for providing excellent customer service, addressing inquiries, and ensuring that a service ticket is created for every customer interaction. • The representative will maintain accurate records, follow up with customers as needed, and ensure timely resolution of issues while adhering to the company’s guidelines and service level agreements (SLAs). • Handle inbound customer calls, providing assistance and information in a professional and courteous manner. • Respond to inquiries about products, services, billing, and account issues. • Ensure that a ticket is created for every customer interaction using the ticketing system, logging detailed notes and customer information. • Diagnose and troubleshoot customer problems, escalating complex issues to higher support levels as necessary. • Maintain and update customer records in the system after each interaction. • Follow up with customers to provide status updates and confirm issue resolution. • Adhere to company policies, procedures, and quality standards for call handling and ticket creation. • Meet performance metrics such as but not limited to call handling time, first call resolution, pieces per hour, and customer satisfaction. • Collaborate with other team members and departments to ensure seamless customer service delivery. • Participate in ongoing training and development to stay updated on product knowledge and customer service techniques.

Requirements

• High school diploma or equivalent required. • Bilingual proficiency in English and Spanish, with excellent verbal and written communication skills in both languages. • Strong computer skills, with the ability to navigate multiple systems and databases. • Ability to work in a fast-paced environment while maintaining attention to detail. • Strong problem-solving skills and the ability to handle difficult customer situations with empathy and patience. • Previous experience in handling inbound customer calls. • Familiarity with service ticket creation and tracking. • Strong organizational and multitasking skills. • Ability to meet performance targets and work effectively under pressure. • Team player with a positive attitude and a customer-first mindset.

Benefits

• Full time $14,000 MXN monthly gross salary. • $3,000 MXN AHT Bonus Per month. • $3,000 MXN PPH Bonus Per month. • Law benefits since day one. • Home office. • Full equipment provided. • 100% paid training. • Schedule window (8 am - 8 pm). • 10-hour shift (8 am - 6 pm / 9 am - 7 pm/10 am - 8 pm). • 1 hour Lunch - 2 breaks of 15 minutes each. • Two days off (Fri-Sat / Sat-Sun/ Sun-Mon). • Total Pass. • Above the law benefits after 90 days (Food vouchers, Minor and Major Medical Insurance, Telemedicine). • Only for CDMX and Edo. de Mex.