Bilingual Customer Service Associate

2 weeks ago

Ontario, Canada Tech Mahindra Full time

Responsibilities

  • Communication with End User Customers by Voice and Email (Email stresses the need for proper English) to provide information about the Customer’s Product and service offerings
  • Maintenance of records of End User Customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Resolution of End User Customer disputes or billing complaints.
  • Check to ensure that appropriate changes were made to resolve End User Customers' problems.
  • Contact End User Customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
  • Investigation results and any planned adjustments.
  • Use assertiveness and negotiation skills when handling End User Customer cancellation requests.
  • Escalation of unresolved End User Customer complaints to designated departments for further investigation.
  • Escalation of any unclear process that affects End User Customers to ensure End User Customer satisfaction.
  • Correct usage policy of credits and refunds related to End User Customer disputes or billing complaints.
  • Solicitation of sale of new or additional services or Products by interpreting End User Customer needs and communicating solutions, and closing sale via credit/debit card or any preferred method of payment by the End User.
  • Recommendation to Customer of Product, sales, shipping or billing process improvements.
  • Others as amended by Customer from time-to-time through the Change Request process.

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