Bilingual Call Center Representative (Remote)
On-siteManila, Metro Manila, Philippines or PH
Job Summary
Receive inbound and outbound calls in a courteous, timely, and professional manner, listening to understand customer needs and resolving concerns through effective call handling. Research systems to find missing information, coordinate with other departments to resolve issues, and accurately answer customer requests using the knowledge base and training. Follow all required scripts, policies, and procedures while complying with requirements surrounding confidential information. Appropriately escalate customer concerns with the managerial team and ensure first call resolution through problems solving. Attend meetings and training to review new material and stay up to date on changes to program knowledge, systems, and processes. Adhere to attendance and work schedule requirements, including flexibility to work in shifts, weekends, and holidays.
Required Qualifications
- Must be 18 years of age or older
- High school diploma or equivalent
- The ability to read and speak fluent Spanish and English
- 6 months voice, email, and chat support call center experience as a Spanish Agent
- Excellent organizational, written, and oral communication skills
- Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- The ability to type swiftly and accurately (40+ words a minute with 95% accuracy)
- Grammar Assessment passing score > 85%
- Excellent comprehension skills score > 90%
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem solving and negotiation
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
- Highly reliable with the ability to maintain regular attendance and punctuality
- Flexibility to work in shifts, including weekends and holidays
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Knowledge of CRM platforms will be advantageous
Additional Requirements
- Must be 18 years of age or older
- Must be authorized to work in the country where the job is based
- Willingness to submit to a Level II background investigation and drug screening
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.