Job Details

Fluent In Spanish

• The call centre agent is the first point of contact to address direct and indirect customer inquiries, regarding products and services.
• The Agent is responsible for ensuring that all questions are handled in a professional and mutually beneficial manner and in accordance with standards.

Job Responsibilities:

• Provide quality service to internal and external customers.
• Handle incoming customer calls, emails and web inquiries
• Ensure a timely and professional response
• Enter all relevant information regarding inquiries into system
• Provide detailed step-by-step instructions to customers concerning website navigation and browsing, warranty claim or claim status, and/or product information
• Advise customers on newly available products and programs to promote and drive overall sales
• Follow up with customers as requested

Metrics:

• Call quality score
• Customer feedback
• Information accuracy
• Adherence to schedule

Skills:

• Strong oral and written communication skills
• Proficient typing skills
• Professional appearance and demeanour appropriate for corporate environment
• Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel
• Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments
• Strong team building, customer service, planning and organizing skills
• High attention to detail with the ability to handle multiple priorities
• Ability to excel in a fast paced and ever-changing work environment
• Ensures personal accountability
• Quickly learns and adapts to change