Spanish Language Customer Service Representative

hace 5 días

Jerez, Cádiz, España Mass Markets A tiempo completo

Job Title: Spanish Language Customer Service Representative

Job Type: Full Time

Location: Remote

About Mass Markets: Mass Markets is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

About the Role: We are seeking a highly skilled and motivated Spanish speaking customer service representative to provide outstanding support to our clients. The successful candidate will be responsible for attending to inbound and outbound calls, and providing support through various channels. Key responsibilities include:

  • Receiving and responding to customer inquiries in a courteous and professional manner.
  • Listening to customer needs and resolving any concerns in a timely and effective manner.
  • Researching systems to find missing information and coordinating with other departments to resolve issues.
  • Following all required scripts, policies, and procedures to ensure excellent customer service.
  • Utilizing knowledge base and training to accurately answer customer requests.
  • Complying with requirements surrounding confidential information and personal information.
  • Escalating customer concerns with the managerial team as necessary.
  • Ensuring first call resolution through problem solving and effective call handling.
  • Attending meetings and training to stay up to date on changes to program knowledge, systems, and processes.
  • Adhering to all attendance and work schedule requirements.

Requirements: To be considered for this role, you must have:

  • 18 years of age or older.
  • High school diploma or equivalent.
  • The ability to read and speak fluent Spanish and English.
  • 6 months voice, email, and chat support call center experience as a Spanish Agent.
  • Excellent organizational, written, and oral communication skills.
  • Familiarity with a computer, Windows PC applications, and ability to learn new and complex computer system applications.
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • The ability to type swiftly and accurately (40+ words a minute with 95% accuracy).
  • Grammar Assessment passing score > 85%

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