Bilingual Associate - Customer Service

Responsibilities

• Communication with customers by voice and email to provide information about products and service offerings
• Maintaining records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Resolution of customer disputes or billing complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Investigation results and any planned adjustments.
• Use assertiveness and negotiation skills when handling customer cancellation requests.
• Escalation of unresolved customer complaints to designated departments for further investigation.
• Escalation of any unclear process that affects customers to ensure customer satisfaction.
• Correct usage policy of credits and refunds related to customer disputes or billing complaints.
• Solicitation of sale of new or additional services or products by interpreting customer needs, communicating solutions, and closing sale via credit / debit card or any preferred method of payment by the customer.
• Recommendations to customer of products, sales, shipping or billing process improvements.
• Others as amended by customer from time-to-time through the Change Request process.

To qualify