Bilingual Customer Retention Representative, Spanish - English

February 14

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eTeacher Group

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Who are we?

elearning • onlineeducation • onlinelearning • edtech • STEAM

501 - 1000 employees

📋 Description

• The main goal is to improve customer retention by handling customer concerns and escalating issues as needed, ensuring all efforts are made to retain existing students and prevent cancellations. • Applicants should demonstrate excellent verbal and written communication skills as well as exceptional listening skills. • Courtesy and patience in customer relations are essential. • But above all, applicants must be able to demonstrate strong problem-solving and conflict-resolution skills while maintaining a professional and positive attitude in order to better assist our customers. • We offer competitive pay based on experience with additional financial incentives. • Responsibilities include : Perform outbound calls and interactions by e-mail to uncover customer`s needs, offer solutions, resolve concerns and prevent cancellations. • Provides immediate follow-up on customer complaints/concerns. • Uses specialized offers and tools to retain customers and escalate issues requiring extensive problem solving. • Resolve problems regarding billing, receive and process customer`s payments. • You will exceed customer satisfaction, efficiency metrics and issue resolution targets. • Accurate entry of customer’s information into our database. • Simultaneously navigate multiple software applications and technologies. • Working along with the finance department.

🎯 Requirements

• Bilingual ( English/Spanish) is a must. • Good home office working environment (quiet space, high-speed internet connection, ability to activate webcam at all times) • Excellent communication and relationship-building skills. • Knowledge and ability to cope with and resolve escalated customer service issues. • Sense of Urgency. • Strong problem-solving and conflict skills are a must. • Strong attention to detail, ability to follow directions, and ability to work independently. • Ability to effectively multi-task. • Regular and reliable attendance. • Experience in a call center environment is a plus (training will be provided). • Proficiency with computers is an advantage along with an aptitude to learn our phone and database systems. • Mathematical skill is required to calculate figures and amounts such as discounts, proportions, and percentages. • Negotiation skills.