Texas Employer Bilingual French - Account Rep I in EL PASO, Texas
Experience: Related experience or training required, preferably in a contact center ***Language: ***Bilingual English / French required in order to speak to accounts in Canada. Education: High School Diploma / GED Driver's license: N/A Other requirements: Typing speed of 35wpm Ability to read and interpret documents, such as safety rules, standard operating procedures (SOPs), or other job aids. Write routine correspondence, speak effectively and informatively; respond to questions from customers. Ability to navigate through and understand social media, Facebook, Twitter... QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations. Ability to manage difficult, irate or emotional customers while maintaining composure, to multi-task; excellent time and process management skills, strong data integrity and attention to detail, ability to read, write and speak a language in additions to English fluently may be required according to the program needs/requirements. This position requires completion and certification of all program-related training: Do Not Call and all other Privacy and Compliance related training. DUTIES: Entry level representative responsible for providing premier customer service on inquiries, processing orders, explaining client products, and handling complaints in a prompt, courteous, clear and concise manner. At minimum, this position handles the primary, or contact type based upon the needs and structure of the client. Confer with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, canceling accounts or obtaining details of complaints over the phone, by email, live chat, social media or other method of communication. Resolve customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding. Ensure customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints. Document customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken, to include Adverse Events. Provide prompt and accurate service to promote customer loyalty for the client. Obtain and examine all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry. Ensure that production and quality expectations are achieved and meet or exceed all client contractual requirements.