Bilingual Spanish Customer Service Representative
VISIÓN GENERAL
El objetivo de nuestro negocio es hacer felices a los clientes. Es por eso que damos un toque humano a los negocios. Somos las personas y la tecnología avanzada que hay detrás de muchas de las marcas más emblemáticas del mundo.
¿Te gustaría alegrarle el día a las personas? Ya sea brindar respuestas prontas a las y los clientes, asesorarles con paciencia y empatía sobre productos o resolver sus problemas con una sonrisa, marcarás la diferencia entre que la experiencia del cliente sea normal o excepcional.
Tu papel es fundamental para mejorar la experiencia de los clientes, los consumidores y los empleados. Y nuestro equipo de atención al cliente es una de las principales razones por las que contamos con una cultura empresarial galardonada.
Formar parte de la familia TTEC tiene sus beneficios
Trabajamos arduamente para ganarnos tu sonrisa todos los días. Tanto si trabajas desde casa como si lo haces en uno de nuestros increíbles centros, contamos con prestaciones y programas para a ti y a tu familia.
DETALLES DEL PUESTO
At Percepta, we bring first-class service across each market we support. As a Customer Service Representative (Bilingual Spanish)in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing
Promptly processes, answers, and/or resolves customer inquiries and concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved.
Communicate professional, grammatically correct verbal responses to customer inquiries and concerns; educate the customer on client products and services.
Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to customer inquiries and concerns.
Understand the use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.
Act as a liaison between customers, and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
Master desktop applications, such as Smartt Scripts, Siebel, Intranet, Documentum, Search engine, etc.
Ensure that all customer contacts are properly logged into Siebel, the CRC’s contact system, to allow for an accurate historical view of customer’s contacts with the CRC; Manage follow-up Log and audit documentation of customer files.
Communicate the resolution of inquiries to customer via outbound calls, based on defined inbound procedures, customer issues.
Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner.
Liaise with various CRC departments, i.e. Research etc.
Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
Work on activities and/or projects as requested by the Team Leader.
Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.
Relay customer service problems to Team Leader when necessary.
Support the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
Suggest marketing offers to customers during service calls.
Other duties as assigned.
What You Bring to the Role
High school diploma or GED required.
- Fluent in Spanish and English, both written and verbal
One (1) year customer service experience is preferred
Experience in Customer Service and Sales is preferred
What You Can Expect
Pay rate of $17.00 per hour, inclusive of base pay of $15.00 per hour + $2.00 per hour premium for the bilingual Spanish skill
Health/Dental/Vision/Life Insurance
Flexible Spending Account (FSA) and Health Savings Account (HSA)
401(k) with company match
Vacation/Sick Time and Paid Holidays
Tuition Reimbursement
Employee Assistance Program
Employee Discount Program
Training and Development Programs (Percepta College)
Employee Rewards Program (Perci Perks)
A Bit More About Your Role
You will be responsible for meeting expected customer service levels; support business performance goals of the Melbourne Customer Relationship Center by providing a full range of customer service; answers regular customer inquiries and concerns via the telephone.
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. As a Percepta team member, you can expect:
- Culture of Service – to be treated like you are the customer from day one
- Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions
- Respect– a team that is accountable, dependable, and gives you their full attention
- Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
- CareerGrowth – lots of learning opportunities for aspiring minds
- Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
- Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.
Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.
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“Siento que estoy muy bien preparado. TTEC fomenta la transparencia y el trabajo en equipo y valora las nuevas ideas. TTEC cree en la formación de mejores profesionales y tiene programas de desarrollo. Nos sentimos muy capacitados porque podemos ganar y aprender al mismo tiempo.” Ankit, Gerente Senior de Ventas de TTEC India
Perfil del puesto
¿Qué hace que un campeón de la experiencia del cliente sea increíble? Descúbrelo a continuación.
- Oyente empático
- Colaborador
- Organizado
- Solucionador de problemas
- Conocedor del mundo digital
- Confiable
Elige tu propia trayectoria profesional
Cuando te unes a TTEC, tu trayectoria profesional es tan individual como tú. A medida que te vayas destacando en el primer puesto que elijas, puede que decidas que ese es el puesto perfecto para ti. Crecerás gracias a la formación complementaria y mejorarás aún más. Y puede que también decidas que te gustaría aprender nuevas habilidades o ampliar tu experiencia previa. Trabajarás con tu superior para diseñar tu trayectoria profesional personalizada. Podrías incluir un puesto de líder de equipo, la transición a la capacitación o la gestión de personal, o tal vez incluso el reclutamiento, donde serás un embajador de la marca para el próximo miembro de TTEC.
