Remote bilingual Customer Service Representative for a Petshop (English-Spanish) Direct Contract

Contexto Geral do Projeto

Key Responsibilities •Inbound Calls: o Answer customer calls promptly, addressing questions with courtesy and clarity. O Schedule appointments accurately, confirming details to avoid errors. O Resolve basic issues (e.g., General questions) or escalate as needed. •Outbound Calls: o Follow up on customer inquiries via phone or email with professionalism. O Provide updates on appointment statuses or service offerings. O Engage customers to ensure satisfaction and build trust. •Customer Interaction: o Maintain a friendly, empathetic tone, adapting to diverse customer needs. O Handle complaints calmly, offering solutions within company guidelines. O Document interactions in CRM systems for accuracy and follow-up. •Performance: o Meet KPIs: first-call resolution, customer satisfaction, average handle time and volume. O Participate in training to enhance skills and stay updated on procedures. Requirements •Language Skills: o Fluent English (minimum C1 per CEFR standards). O Fluent Spanish o Clear pronunciation with minimal accent for US clients. O Strong written and verbal skills; ability to understand US accents. O Must pass an English proficiency test. Experience: o 1+ years in customer service preferred; call center experience a plus. O Familiarity with appointment setting or sales is advantageous. O Experience with US customers highly valued. Technical Skills: o Proficient in CRM systems (e.g., Zoho, HubSpot, Salesforce). O Typing speed: 40+ words per minute. O Comfortable with remote tools (Zoom, Teams, Slack). O Basic troubleshooting (e.g., Resetting software, guiding customers). Availability: o Work us hours: 11 am–9 pm est o reliable and fast internet, headset with good microphone, quiet workspace. Cultural Fit: o Understands US business etiquette (e.g., Direct communication, punctuality). O Relates to US customers through empathy and professionalism. O Open to cultural sensitivity training (provided). Qualities of an Outstanding CSR • Courteous & Professional: Always polite, maintaining composure under pressure. • Empathetic: Listens actively to understand customer concerns and emotions. • Proactive: Anticipates needs, offering solutions before issues escalate. • Detail-Oriented: Ensures accurate appointment scheduling and record-keeping. • Available to work Monday - Sunday (40 hr\week)

Categoria Suporte Administrativo
Subcategoria Atenção ao cliente
Isso é um projeto ou uma posição de trabalho? Um projeto
Disponibilidade requerida Período integral

Duração do projeto Mais do que 6 meses

Habilidades necessárias