Job Title : TSR Bilingual - German
Location : Greenhills, San Juan
Start Date : February 27
The role involves assisting customers with inquiries about the account's various products and services via multiple communication channels, including voice, chat, webform, email, and social media.
The agent is expected to provide support and accurately document each interaction.
Key Responsibilities and DutiesProvide outstanding customer support by adhering to account policies and meeting performance metrics.Respond to inquiries and issues promptly and professionally.Assist customers with product-related questions, troubleshooting, and resolving issues.Make outbound calls to customers when necessary.Basic Troubleshooting :Diagnose and resolve customer issues following standard procedures for basic problems.Escalate complex issues to Tier 2 support or supervisors when needed.Information and Guidance :Provide customers with information on products, services, promotions, and policies.Guide customers through account setup, billing inquiries, and order placement.Documentation and Data Entry :Accurately document customer interactions and details in the ticket management system.Record customer complaints, feedback, and resolutions.Customer Satisfaction :Strive to meet or exceed customer expectations and service level agreements (SLAs).Ensure a positive customer experience in every interaction.Aim for first-contact resolution whenever possible.Experience / SkillsExcellent communication skills in both German and English.Knowledge of Windows applications (Microsoft Word, Excel, or similar); proficiency is preferred.Strong critical thinking, listening, and conflict resolution skills.Accurate data entry with a typing speed of at least 40 words per minute.The ability to type while listening is essential.
Minimum of 1 year of call center experience with professional phone skills.At least 1 year of experience providing technical product support.Phone sales experience is a plus.Applicants must be at least 18 years old.
EducationA high school diploma is required; some college education is preferred.
ScheduleCandidates must be flexible with their schedule to accommodate 24 / 7 operations supporting the US, APAC, and EMEA regions.
