Bilingual Customer Experience Representative
1 week ago
TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions to fast-growing technology companies. Our mission is to help our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and a global workforce of highly skilled professionals.
Job DescriptionJob Summary: We are seeking a highly skilled and empathetic Critical Safety Agent to join our team. As a Critical Safety Agent, you will be responsible for providing exceptional customer support and ensuring the safety and well-being of our drivers and riders.
Key Responsibilities:- Empathetic Support: Provide authentic assistance to customers, actively listening and addressing their concerns.
- Efficient Problem Resolution: Quickly gather and document details, use resources to resolve issues, and escalate when necessary.
- Clear Communication: Set expectations, provide accurate information, and maintain professionalism in all interactions.
- Follow-up: Ensure timely follow-up with customers, keeping them informed of their case status.
- Ownership and Accountability: Take personal responsibility for each interaction and its outcome, ensuring customer satisfaction.
- Professionalism: Represent the brand positively, adhering to company policies and ethical standards.
- Collaboration: Work effectively both independently and with teams to resolve issues and improve processes.
- Data Accuracy: Document interactions and case details accurately, maintaining confidentiality.
- Continuous Improvement: Stay updated on policies, participate in training, and suggest process improvements.
- Compliance: Adhere to all relevant laws, regulations, and company protocols.
- High School Diploma or Equivalent: A high school diploma or equivalent is required.
- Typing Speed: A typing speed of 25+ words per minute is required.
- Excellent Communication Skills: Excellent verbal and written communication skills are essential.
- Standardized Hiring Assessments: Successful completion of standardized hiring assessments is required.
- Flexibility: Willingness to work flexible hours as needed to support operational requirements.
- Customer-Facing Experience: 24+ months of direct customer-facing experience in industries such as hospitality or contact centers, demonstrating a strong ability to establish rapport with individuals.
- Emergency Response Experience: 6+ months of experience in an emergency response role (e.g., first responder, military, medical, 911 dispatch), showcasing the ability to remain composed and think critically in high-pressure situations.
- Attention to Detail: Exceptional attention to detail, organizational skills, and follow-up capabilities, ensuring thorough and efficient resolution of issues.
- Tenacity: Tenacity to consistently prioritize doing what is right, even in challenging circumstances.
- Collaboration and Adaptability: Ability to work both independently and collaboratively, demonstrating flexibility and adaptability in various scenarios.
TaskUs is committed to the well-being of its employees and provides access to counseling or coaching sessions, skills-based resiliency trainings, and other wellness initiatives to support employees in their roles as Critical Safety Agents.
Creating a Culture of Awareness and PreventionTaskUs believes in being transparent with its employees about the potential risks and challenges associated with this role. As a Critical Safety Agent, you may encounter situations that involve interacting with riders and drivers who are in distress, agitated, or in danger. TaskUs provides training and support to help employees navigate these situations and maintain their well-being.
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