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Bilingual Customer Service Representative
1 month ago
Job Title: Bilingual Customer Service Associate
Job Summary:
We are seeking a highly skilled Bilingual Customer Service Associate to join our team at EightSix Network. As a key member of our customer support team, you will be responsible for providing exceptional customer service to our end-users, communicating effectively in both English and the original language.
Responsibilities:
- Communicate with end-user customers via voice and email to provide information about products and services, ensuring proper English usage.
- Maintain accurate records of customer interactions, including inquiries, complaints, and comments, as well as actions taken.
- Resolve customer disputes and billing complaints in a timely and professional manner.
- Verify changes made to resolve customer issues and ensure customer satisfaction.
- Respond to customer inquiries and notify them of claim investigation results and planned adjustments.
- Utilize assertiveness and negotiation skills when handling customer cancellation requests.
- Escalate unresolved customer complaints to designated departments for further investigation.
- Evaluate unclear processes affecting customers and ensure customer satisfaction.
- Correctly apply credits and refunds related to customer disputes or billing complaints.
- Solicit sales of new or additional services or products by interpreting customer needs and communicating solutions.
- Recommend product, sales, shipping, or billing process improvements to customers.
- Other tasks as amended by the customer through the Change Request process.
Requirements:
- Work Permit