Senior Agent, Customer Service - Spanish Speaker
May 8
Description
• Interacts with customers to address their inquiries and problems in real-time. Quick responses through live chat and professional, courteous customer service are among your duties. Additionally, following up on help requests usually requires email communication as part of your tasks. • Attending to all inquiries/issues from global customers on multiple channels including email, chat, voice, and social media. • Liaising with both internal & external stakeholder e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services, etc. • Maintaining a working knowledge of company products to effectively communicate with customers. • Creating and maintaining strong relationships with company partners and external stakeholders. • Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.
Requirements
• A diploma in finance, customer service, or a related field. • A minimum of 2 years' experience as a social media agent, customer service, or a similar role. • Excellent command of spoken and written English AND Spanish. • Ability to work independently in a fast-paced environment. • Willingly to work according to given schedule to support 24x7 operations. • Strong people skills: Ability to navigate difficult situations and stay calm under pressure. • Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making. • Excellent time management: ability to multi-task to solve issue for Customers, while managing time. • Quick learner: ability to ramp up quickly and act on feedback constructively. • Working knowledge of CRM tools, such as Zendesk. • Familiar with crypto/finance-technology industry • Experience working with teams across global offices and time zones. • Basic computer knowledge: MS Office, MS Outlook and Internet Explorer and others applications like GA. • Call center customer service-related work experience is preferred.
Benefits
• Competitive remuneration package • RM 2500 Benefits per annum (Training & Wellness) • Yearly Bonus • Work remotely • Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed. • Employee engagement, recognition and appreciation program. • Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.
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