Bilingual Customer Service Representative
hace 3 semanas
We are seeking a highly skilled Bilingual Customer Retention Representative to join our team at eTeacher Group. As a key member of our customer service team, you will play a critical role in ensuring the satisfaction of our customers and driving business growth.
The ideal candidate will possess excellent verbal and written communication skills, as well as exceptional listening skills. You will be responsible for handling customer concerns, escalating issues as needed, and providing solutions to prevent cancellations. Your strong problem-solving and conflict-resolution skills will enable you to maintain a professional and positive attitude, even in challenging situations.
We offer a competitive salary based on experience, with additional financial incentives. As a Bilingual Customer Retention Representative, you will have the opportunity to work with a dynamic team, utilize your language skills, and make a meaningful impact on our customers' experiences.
Responsibilities:- Perform outbound calls and interactions to uncover customer needs, offer solutions, resolve concerns, and prevent cancellations.
- Provide immediate follow-up on customer complaints/concerns.
- Use specialized offers and tools to retain customers and escalate issues requiring extensive problem solving.
- Resolve problems regarding billing, receive and process customer payments.
- Exceed customer satisfaction, efficiency metrics, and issue resolution targets.
- Accurately enter customer information into our database.
- Navigate multiple software applications and technologies simultaneously.
- Collaborate with the finance department.
- Bilingual (English/Spanish) is a must.
- Work from a quiet home office environment with high-speed internet connection and webcam capability.
- Develop strong relationships with customers through excellent communication and relationship-building skills.
- Effectively cope with and resolve escalated customer service issues.
- Display a sense of urgency and strong problem-solving and conflict skills.
- Pay close attention to detail, follow directions, and work independently.
- Effectively multitask and maintain regular and reliable attendance.
- Prior experience in a call center environment is a plus, with training provided.
- Proficiency with computers and aptitude to learn our phone and database systems are advantageous.
- Mathematical skills are required to calculate figures and amounts such as discounts, proportions, and percentages.
- Negotiation skills are essential.
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