Contact Centre Agent – Spanish Speakers (225-1016)

As a Contact Centre Agent for Spanish Speakers, you will play a pivotal role in delivering exceptional customer service and support. You will be the voice representing our company, assisting customers with their inquiries, providing information about products or services, and troubleshooting issues. This role demands excellent communication skills in both Spanish and English, as well as the ability to handle high-pressure situations with empathy and efficiency. By utilizing your language skills and problem-solving capabilities, you will ensure customer satisfaction and contribute to the overall success of the team. This position requires a proactive mindset, strong attention to detail, and a passion for helping people.

Responsibilities

• Handle incoming customer inquiries via phone, email, and chat with professionalism and courtesy.
• Provide accurate information regarding products, services, and company policies to customers.
• Resolve customer issues and complaints efficiently, ensuring customer satisfaction at all times.
• Maintain a record of customer interactions, transactions, and details of inquiries and comments.
• Collaborate with team members and other departments to solve complex customer service issues.
• Meet and exceed quality, productivity, and service delivery targets set by the department.
• Adapt to changing procedures and policies to enhance the customer service process.
• Participate in ongoing training and development programs to enhance service delivery skills.
• Utilize CRM tools and other technologies to manage and resolve customer complaints effectively.
• Communicate feedback and suggestions from customers to the management team efficiently.
• Handle sensitive customer information with confidentiality and follow company data protection protocols.
• Strive for the first-contact resolution to minimize repeated inquiries from customers.

Requirements

• Proficiency in Spanish and English, both verbal and written, is essential.
• Previous experience in a contact center or customer service role is preferred.
• Strong problem-solving skills and the ability to handle difficult situations with calm.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Excellent computer skills and proficiency in using CRM software and other tools.
• Strong communication and interpersonal skills to build a rapport with customers.
• Flexibility to work in rotational shifts, including evenings and weekends if required.