Bilingual Customer Service Representative

1 day ago

San Marcos, Texas, United States TaskUs Full time
About TaskUs:

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 over 45,000 employees.

Job Summary:

We are seeking a highly skilled and empathetic Critical Safety Agent to join our team. As a Critical Safety Agent, you will be instrumental in assisting drivers and riders who have lost items or are experiencing a safety issue. You will provide authentic assistance to customers, actively listening and addressing their concerns, while also ensuring timely follow-up and maintaining professionalism in all interactions.

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.
Requirements:
  • High School Diploma or GED.
  • Typing speed of 25+ words per minute.
  • Excellent verbal and written communication skills.
  • Successful completion of standardized hiring assessments.
  • Willingness to work flexible hours as needed to support operational requirements.
Preferred Qualifications:
  • 24+ months of direct customer-facing experience in industries such as hospitality or contact centers, demonstrating a strong ability to establish rapport with individuals.
  • 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.
  • Exceptional attention to detail, organizational skills, and follow-up capabilities, ensuring thorough and efficient resolution of issues.
  • Tenacity to consistently prioritize doing what is right, even in challenging circumstances.
  • Ability to work both independently and collaboratively, demonstrating flexibility and adaptability in various scenarios.
TaskUs Commitment to Employee Wellbeing:

TaskUs prioritizes the wellbeing 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 Prevention:

TaskUs believes in being transparent with its employees about the potential risks and challenges associated with this role and provides resources and support to help employees manage these situations.

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