Customer Service Representative Spanish

Customer Service Agents

Customer service agents communicate with clients through live calls or chats to answer questions, resolve issues, and provide technical support. Since they operate on the front line of customer service, it is essential that agents feel comfortable communicating directly with clients. Agents are required to have good oral, reading, and customer service communication skills.

Essential Functions:

• Utilize computer technology to handle a high volume of calls.
• Stay updated: To effectively help clients, agents must make an effort to stay informed about all products and services offered by our client and regularly review updates.
• Develop customer service solutions: As the first point of contact for the organization with clients, agents may be asked to propose suggestions on how to improve customer service. Therefore, they must keep track of general patterns and trends in their interactions.
• Maintain internal and external KPI objectives.
• Handle complaints, provide suitable solutions, and follow up to ensure resolution. If agents receive multiple inquiries about the same issue, they must report it to the floor supervisor or account manager to escalate to the corresponding area.
• Other functions as assigned.

Education and Experience:

Post-secondary studies preferred. High school diploma or equivalent required. Previous experience in call centers preferred.

Previous Requirements:

Agents must have: sufficient verbal and written communication skills to communicate clearly and concisely, with excellent grammar. Customer service skills. Ability to treat customers patiently and positively, even in the face of complex problems or difficult questions. Ability to find solutions calmly and efficiently, even when the client is impatient or annoyed. Accurate and fast typing skill – minimum of 45 words per minute. Ability to multitask, including assisting multiple clients through simultaneous chats and solving multiple issues at the same time. This includes answering questions, reviewing claims activity and notes, troubleshooting, providing supporting documentation, and other related tasks. Absolute confidentiality required. Fluency in verbal and written Spanish.