Spanish Customer Service Associate
Iterum Connections
- Kingston and St. Andrew
- See description
- Permanent full-time
- Updated 18/08/2023
- HR Manager
SpCustomer Service and Sales
Summary / Objective:
We are Customer and Employee Obsessed. For this role as Spanish bilingual Customer Service and Sales Associates you will be expected to display ownership by developing your best. They accomplish results by ensuring all the expected requirements are met, always following the stated policies and procedures.
They take full ownership on ensuring all customers are being taken care of and look for out of the box ideas to support them. They do what they say they are going to do and are up-front and respectful in their interactions with others.
Essential Functions:
Customer Service Associates responsibilities include but are not limited by the ones described as follows.
Respond to customer inquiries (via phone, email, chat, SMS and other mediums according to the assignment and client’s requirements)
Provide super exceptional service to customers during each interaction.
Multitask between phone/ chat/ email as required by the service levels of the account.
Provide solutions to customers that address their needs with accurate and clear information.
Adhere to all company guidelines regarding policies and procedures.
Properly document each customer interaction according to company standard operating procedures. Collect customer feedback and make suggestions for new features.
Maintain an excellent attendance record and schedule adherence.
Troubleshoot and report app bugs and issues.
Monitor and lead operations flow from order creation to delivery.
Quickly solve unexpected problems and ensure orders are accurate and on time.
Maintain diplomacy, integrity and professionalism when addressing customers on calls and / or with coworkers on site.
Maintain high standards regarding confidentiality and adhere to the non-disclosure agreement / policies.
Perform sales by telephone, complying with the established planning, processes, and education to the customer.
Make sure you are on the line and answer the phone in a timely manner, avoid stay on the line in silent to make customer hang up or deliberate hang up the call as it comes in or while in the middle of the call. If there is any tech problem, you are responsible to notify to your team manager.
Demonstrate empathy towards frustrated customers and convert their negative experience into positive.
Open to feedback and coaching from QA / Ops and /or Training.
Maintain a good track record of performance based on the goals set up by management.
Competencies:
Accountability
Adaptability
Communication
Inclusiveness
Customer focus
Technology orientation
Positive Attitude
Spanish Speaking
Qualifications:
Customer service mentality with a positive attitude!
2 or more CXCS including English Language /High School Leaving certificate /Heart Level II certificate or equivalent qualifications.
At least 6 months BPO Experience or 1 year client facing high demand customer service role or similar role.
Excellent English skills
Demonstrated Critical Thinking ability, conversational & persuasive.
Excellent communication skills (verbal & written). Writing background (grammar buffs wanted)
Strong attention to detail skills
Must be able to demonstrate computer proficiency.
Ability to multi-task and handle multi systems at once.
Demonstrated strong skills of Microsoft Windows and browner applications.
Data entry skills in accuracy, must be able to type a minimum of 25wpm or more.
Active online presence and familiarity with social media
Possess the ability to multi-task and think on your feet to provide sound, quick solutions.
Excellent listening skills, time management and prioritization skills
Must have copies & originals of your qualifications, TRN, NIS and ID
Must be able to train and / or work onsite.
Must be flexible to work ANY Full-Time Shift including weekends and holidays
Ability to deal with stress & work pressure in a fast-paced environment.
must be flexible to work any 8-hour shift within 24 hours, any 5 days of the week.
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and headsets.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee is regularly required to speak or Listen, the employee is frequently required to stand, walk, use hand to finger, handle and reach with hands and arms.
Position hours / Expected hours to work:
This is a full-time position. must be flexible to work any 8-hour shift within 24 hours, any 5 days of the week and open to changes as needed by client requirement, with the understanding that you behold a critical position that operates 24/7 and your attention may be needed at any given time.
Travel:
Non-Applicable
Disclaimer:
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, it's not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The employer reserves the right to modify this job description, including by adding, removing and altering job duties.
Iterum Connections
- Lot 31 Ferry Pen, Tom Cringle Drive,, Mandela Hwy, Kingston Jamaica