CSC Generation is hiring a
Bilingual Customer Service Representative

Summary

Join Sur La Table as a Customer Service Representative and serve as the front line of customer support, handling inbound calls in English and Spanish, providing excellent customer service, addressing inquiries, troubleshooting issues, and ensuring timely resolution while adhering to company guidelines.

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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• SEASONAL agreement for peak season (Oct-Dec/Jan)
• Full time $14,000mxn pesos gross, monthly
• $2,000 MXN AHT Bonus Per month
• $4,000 MXN Seasonal Bonus Per Month *
• Law benefits since day one
• Home office
• Full equipment provided
• Possible Full-time contract
• 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)