Bilingual Customer Support Specialist

1 week ago

Chicago, Illinois, United States NTT DATA Services Full time

Req ID:

NTT DATA Services is dedicated to recruiting outstanding, innovative, and driven individuals who aspire to advance their careers with us. If you are looking to join a diverse, flexible, and progressive organization, we encourage you to explore this opportunity.

We are currently seeking a Bilingual Customer Support Specialist to become a vital part of our team.

Key Responsibilities:

  • Handle and address customer inquiries through an inbound ACD system or email communications.
  • Provide guidance and clarity to customers regarding billing-related questions, issues, and requests.
  • Ensure resolutions align with established Policies, Procedures, and Protocols.
  • Investigate and evaluate inquiries, taking appropriate measures to resolve billing matters.
  • Foster positive customer interactions while upholding the highest standards of ethics, quality, and professionalism.
  • Act as the primary contact for customers seeking assistance via phone or email.
  • Utilize troubleshooting methods effectively.
  • Guide customers through application navigation.
  • Assess and determine optimal solutions based on customer-provided details.
  • Assist customers through the problem-solving journey.
  • Escalate unresolved issues to higher-level support staff.
  • Deliver accurate information regarding first-level business requirements.
  • Document incidents and resolutions thoroughly.
  • Relay customer feedback or suggestions to the relevant internal teams.
  • Identify and propose potential enhancements to procedures.


Basic Qualifications:
High school diploma or equivalent is required.

At least 1 year of experience in a call center or customer service role.

Fluency in both Spanish and English is essential.

Remote Work Requirements:

Workspace

• A distraction-free environment that is quiet and conducive to customer service interactions.
Desktop/Laptops

• Must operate on Microsoft Windows 7 or higher (other operating systems are not compatible).

• Minimum of 4 GB RAM.

• At least 60 GB of hard drive storage (Solid State Drive preferred).

• Must have a mouse and keyboard.

• Intel Core i3 processor or higher (or equivalent) is preferred.

• A USB corded headset is preferred.

• Must have Anti-Virus Protection installed.
Internet

• Cable or DSL internet connection required (minimum speeds of 25 Mbps).

• Internet Explorer 11 is necessary.

• A wired Ethernet connection is strongly preferred.

• WiFi is discouraged for reliability reasons.

Additional Information:

  • Applicants must reside in the greater Chicagoland area.
  • The workspace should be dedicated to performing job duties without interruptions.
  • All tasks should be completed with minimal distractions to ensure quality service.
  • The remote workspace should remain consistent daily, with any changes communicated to management.
  • The worksite must be within the approved geographical area for this role.

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data, and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we assist clients in transforming 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. We are committed to our clients' long-term success. Visit our website or LinkedIn to learn more.

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. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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