Bilingual Customer Experience Specialist

4 days ago

New Braunfels, 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 highly skilled professionals.

Our Culture

We pride ourselves on our People First culture, which has enabled us to expand our workforce to over 45,000 employees globally. Our presence spans 23 locations across 12 countries, including the Philippines, India, and the United States. We are committed to creating a culture of constant motion, exploring new technologies, and mastering consistency in an ever-changing world.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

Job Responsibilities

As a Critical Safety Agent, you will be instrumental in assisting drivers and riders who have lost items or are experiencing a safety issue. Your primary responsibilities will include:

  • 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.
Basic Qualifications

To be successful in this role, you will need to possess the following qualifications:

  • 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

While not required, the following qualifications are highly desirable:

  • 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.
Wellness and Resiliency

As a Critical Safety Agent, you will have access to a range of wellness and resiliency programs designed to support your mental health and well-being. These programs include:

  • Counseling or coaching sessions: To ensure awareness of wellness resources and to support job adjustment.
  • Skills-based resiliency training: To equip you with the skills and knowledge needed to manage challenging situations.
Creating a Culture of Awareness and Prevention

TaskUs is committed to creating a culture of awareness and prevention, where employees feel safe and supported. We believe in being transparent about the potential risks associated with this role and providing employees with the resources and support they need to manage those risks.

How We Partner To Protect You

TaskUs is committed to protecting the well-being of our employees. We will not solicit money from you during the application process, and we will not require any form of payment to proceed with your application. We are committed to providing equal access to opportunities and welcome applicants from diverse backgrounds and demographics.

EEO

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity and are committed to creating an inclusive environment for all employees.

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