Bilingual Customer Service Representative
15 hours ago
TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world's most innovative companies. We help our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and serving clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, and ride-sharing, Technology, FinTech, and HealthTech.
Job SummaryWe are seeking a highly skilled and multilingual Bilingual Customer Service Representative to join our team. As a Bilingual Customer Service Representative, you will be responsible for providing world-class customer service to our clients by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction.
Key Responsibilities- Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction;
- Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels;
- Navigate internal and external documentation and resources to provide world-class service;
- Identify and escalate priority or unresolved issues to appropriate internal teams;
- Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures;
- Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues;
- Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client;
- Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service;
- Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere;
- Participate in all mandated internal and external training and/or seminars;
- Get to know, understand, and comply with TaskUs' policies and procedures.
- Computer literate and proficient in the use of Windows OS, Apple OS, Microsoft Office, and Google applications;
- Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues;
- Fluent in the English & Spanish languages, as well as reading and writing;
- Must be at least a high school graduate;
- Problem-solving and critical-thinking skills;
- Great communication skills, written and oral;
- Must be adaptable and flexible, demonstrating abilities to work with process and information changes;
- Empathic toward customers and can maintain a customer-centric approach;
- Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments;
- Open to feedback, eager to learn, and can show improvement;
- Resilient, calm, and professional when dealing with challenging situations;
- Adaptable to a dynamically changing business;
- Trustworthy and reliable with a high level of integrity;
- Resourceful, high attention to detail, and the ability to multitask.
- Competitive salary;
- Great benefits package;
- Professional growth opportunities with the chance to learn from many different functions;
- A fun and inclusive workplace.
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