Bilingual Customer Service Representative (In-Center)

Job description

TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. Customer Service Associates are responsible for in-bound calls displaying great customer service skills to ensure highest level of customer satisfaction. Uses proper phone etiquette to provide great customer service for incoming calls for various cases and projects Receive emails and inbound calls from customers pertaining to service events or service contract/MFG warranty related items. Verify contract information and initiate claims based on client specific terms and conditions while following internal procedures. Perform basic troubleshooting on electronic and mechanical products including but not limited to: Appliances, Power Tools, Massage Chairs, Cell Phones, and Consumer Electronics etc. Assist customers with other service contract or MFG warranty related issues including but not limited to: contract/product registration, cancellation and billing issues etc. Accurately document and update records in required systems. Maintain diplomacy and tact when communicating with customers, service centers, and clients. Escalate customer issues to management when necessary. Maintain call handling performance metrics for Average Speed of Answer, Service Level, Talk Time and Quality Monitoring review. Perform other related duties as required. Communicates effectively and address customers’ needs to provide accurate information, process inquiries, and solve problems. Escalates the calls as needed Documents all calls appropriately, and follows all procedures as dictated by policy and procedures Conducts themselves in a professional manner at all times – adheres to structured internet rules and regulations on the call center floor Attends all scheduled training as required Accomplishes other general tasks as required or necessary Qualifications: High School Diploma or GED. Must be 18 years or older. Effective communication and literacy skills. Ability to read scripted responses naturally, with confidence and accuracy. Professional Proficiency (speaking, listening, and reading) in English and Spanish. Ability to deal with customers from diverse backgrounds. Excellent computer skills with quick and accurate typing, the ability to open several applications at one time and review documents with attention to detail and accuracy. Quality Customer Service Skills. Ability to handle escalated calls, with empathy and professionalism. Decision making and problem-solving skills. Excellent time management skills. Previous customer service and/or 1 year of call center experience Ability to maintain the highest level of confidentiality. Proficient personal computer skills, including Microsoft Office. Ability to work in a team fostered environment. Ability to work in a multi-tasked environment. Ability to prioritize and organize work. Ability to adapt to a flexible schedule. Site Address: Av. San Martín 122, Santo Domingo 10413 Why Be An Interpreter With TransPerfect? TransPerfect Connect is the world's leading provider of interpreting solutions. Because of this achievement, some of the most prestigious brands and organizations in the world are partnered with TransPerfect Connect, giving you the experience and opportunity to be on the front line for these corporations. But at the end of the day, what this position gives you is the chance to make a difference. To make a difference to the tens of millions of people that don’t have the ability to communicate freely. To make a difference in your own life, as the interpretation industry is growing faster and faster each and every year. To make a difference for your future, as many of our former interpreters are now in managerial and supervisory roles. In addition, multiple Career Advancements with our global company. TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.