Remote Contact Center Agent, Bi-Lingual

Summary

Join our team as a Contact Center Agent and make an impact on someone's life by handling inbound and outbound calls, providing exceptional customer service, and resolving customer inquiries efficiently in a remote work environment.

Requirements

• High school diploma or equivalent
• Proficient in relevant computer applications
• 1-3 years of previous experience in a call center or customer support role
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situations appropriately
• Excellent communication skills, both verbal and written
• Positive attitude, team player mentality, and willingness to learn and adapt
• Strong attention to detail, time management, and decision-making skills
• Must be comfortable with multi-tasking and working in a fast-paced, high-volume call center
• Ability to demonstrate both empathy and professionalism
• Maintain a reliable internet connection on your designated laptop in a quiet, secure, confidential workspace
• Willingness to work flexible hours to support business needs and various time zones
• Maintains regular, punctual attendance following timekeeping process, is reliable, and follows through with responsibilities
• Ability to partner with your leaders and meet performance standards based on feedback from your direct supervisor

Responsibilities

• Answer incoming calls promptly and professionally
• Actively listening and addressing customer inquiries and concerns
• Make outbound calls to follow up on customer inquiries and issues, verify information, as necessary
• Identify customer needs, research issues, resolve complaints, and provide solutions using applicable software
• Follow communication scripts and provide product and service information to customers
• Research required information using available resources
• Process orders, forms, and application efficiently and accurately
• Escalate complex issues to the appropriate department or leadership for resolution
• Maintain customer records and update databases with relevant information
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Maintain ownership of lifecycle of call, including follow up and escalation to supervisors where necessary
• Complete and maintain call logs and reports
• Assist customers by researching issues, exploring answers, and providing information and alternative solutions
• Adhere to established customer service and documentation standards within required time frames
• Meet daily qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality
• Adhere to contact center scheduling, ensure telephone coverage during contact center hours of operations
• Perform clerical or administrative tasks and other duties as assigned

Preferred Qualifications

• Previous experience in a Disaster Recovery call center, however not required
• Prior call enter experience preferred
• Case management experience preferred
• Contact Center Software familiarity (preferred system: NICE CXOne)

Benefits

Remote work environment