What are the responsibilities and job description for the Italian Tsr Bilingual position at Tasq Staffing Solutions?
Job Title : TSR Bilingual - Italian
Location : Greenhills, San Juan
Start Date : February 27
Job Summary / Overview
The role involves responding to customer inquiries regarding various products and services through multiple communication channels, including voice, chat, webform, email, and social media.
Agents are responsible for providing customer support and thoroughly documenting all interactions.
Key Responsibilities and Duties
Provide exceptional customer service by adhering to account policies and processes while meeting performance metrics.
Respond promptly and professionally to inquiries and issues.
Assist customers with product or service questions, troubleshooting, and resolving problems.
Make outbound calls to customers when necessary.
Basic Troubleshooting :
Diagnose and troubleshoot customer issues, following standard procedures for simple problems.
Escalate complex issues to Tier 2 support or supervisors when needed.
Information and Guidance :
Offer details on products, services, promotions, and policies.
Guide customers through account setup, billing questions, or order placements.
Documentation and Data Entry :
Accurately record customer interactions and details in the ticket management system.
Document customer complaints, feedback, and resolutions.
Customer Satisfaction :
Aim to meet or exceed customer expectations and service level agreements (SLAs).
Ensure a positive experience during each interaction.
Achieve first-contact resolution whenever possible.
Experience / Skills
Excellent communication skills in both Italian and English.
Familiarity with Windows applications (Microsoft Word, Excel, or similar software); 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 in product technical support.
Phone sales experience is a plus.
Applicants must be 18 years or older.
Education
A high school diploma is required; some college education is preferred.
Schedule
Candidates must be flexible with their schedule as the position supports 24 / 7 operations across the US, APAC, and EMEA regions.
