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Bi-lingual Call Center Senior Representative

2 months ago

Chicago, United States NTT DATA Full time

Req ID: 291357 NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Bi-lingual Call Center Senior Representative to join our team in CHICAGO, Illinois (US-IL), United States (US). Responsibilities: Respond to and service customer calls via an inbound ACD system or emails via an email routing client. Educate and inform customers on account related billing questions, concerns and requests. Provide proper resolution that fully meets all Policies, Procedures and Protocols. Research and analyze inquiries taking appropriate action in resolving their billing situation. Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism. Serve as the first point of contact for customers seeking assistance over the phone or email. Perform troubleshooting techniques. Perform application navigational guidance. Identify and determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on first level business requirements. Record events and problems and their resolution. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures. Basic Qualifications: High school diploma or equivalent required. Minimum 1 year experience of call center/customer service experience. Must be bi-lingual in Spanish & English. In addition to the work requirements, candidates must meet the following requirements while assigned to work in a remote capacity: Workspace One that has minimal to no distractions, that is quiet and that would not hinder the servicing of customers via calls or email. Desktop/Laptops must have: Operating system Microsoft Windows 7 or higher; 4 GB of RAM; 60 GB of hard drive storage or higher (Solid State Drive preferred); Mouse and Keyboard; Intel Core processor i3 and higher or AMD FX 6xxx and higher (or equivalent) preferred; USB corded headset preferred; Anti-Virus Protection (Norton, McAfee, Kaspersky, Avast, etc.). Internet: Cable or DSL internet required (minimum speeds of up to 25 Mbps); Internet Explorer 11; Ethernet cat 5e connection or higher strongly preferred; WiFi is strongly discouraged. Additional Information: Individuals must reside in the greater Chicagoland area. The individual should have a dedicated workspace that is conducive to servicing Utility Billing customers. The individual should be able to complete all tasks and/or service their customers with minimal distractions. The remote worksite should be at the same location each day. About NTT DATA Services NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. We help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. NTT DATA Services is an equal opportunity employer and considers all applicants without regard to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. #J-18808-Ljbffr