Job Opening : TSR Bilingual - German
Location : Greenhills, San Juan
Start Date : ASAP
Each agent is responsible for addressing customer inquiries regarding the various products and services offered by the account through multiple channels such as phone, chat, web forms, email, and social media.
This role involves providing support to customers and ensuring that every interaction is carefully documented.
Key Responsibilities and AccountabilitiesThe agent is expected to deliver exceptional customer service for each interaction, adhering to the account's processes and policies while effectively achieving Line of Business (LOB) performance metrics.
Additionally, the agent should provide quick responses, resolve issues, and maintain professional communication standards.
Customer Assistance :Responding to customer inquiries via incoming calls, web forms, emails, chats, and social media.Offering timely and polite replies to customer questions and concerns.Assisting customers with inquiries related to products or services, troubleshooting issues, and finding solutions.Making outbound calls to customers when needed.Basic Troubleshooting :Conducting initial assessments and troubleshooting of customer issues.Following established procedures to resolve straightforward problems.Escalating more complex issues to Tier 2 support or supervisors as required.Information and Guidance :Providing details about products, services, promotions, and policies.Assisting customers with account setup, billing questions, or placing orders.Documentation and Data Entry :Accurately documenting customer interactions and details in the ticket management system.Recording customer complaints, feedback, and resolutions.Customer Satisfaction :Aiming to meet or surpass customer expectations and service level agreements (SLAs).Ensuring a positive experience for customers during every interaction.Striving for first contact resolution whenever feasible.Experience / Skills :Bilingual communication skills in German and English are essential.Familiarity with Windows applications (such as Microsoft Word and Excel) or equivalent software is preferred.Strong critical thinking, listening, and conflict resolution abilities are necessary.Accurate data entry at a minimum speed of 40 words per minute is required; the ability to listen while typing is crucial.A minimum of 1 year of experience in a call center environment demonstrating professional phone skills is needed.At least 1 year of experience providing technical support for products is required.Experience in phone sales is a plus.Age :Applicants must be 18 years old or older.
Education :A high school diploma is required, with some college education preferred.
Schedule :Candidates must have a flexible schedule as the position operates 24 / 7 to support the US, APAC, and EMEA regions.
