bilingual Spanish analyst (voice)eTeam Workforce Pte Ltd

Job Description : 2656-Bilingual Spanish Analyst (Voice) Career Level-11 Overall Purpose The SC Spanish Agent provides functional support for resolution of customer problems, requests and queries both in Spanish and English language. Primary respon Job Description : 2656-Bilingual Spanish Analyst (Voice) Career Level-11 Overall Purpose The SC Spanish Agent provides functional support for resolution of customer problems, requests and queries both in Spanish and English language. Primary responsibilities are focused on customer contact or transaction processing. They will be handling both the Spanish and English queue. Responsibilities Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation Performs customer request/problem identification and follows defined procedures to resolve correctly. Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention Develops and maintains knowledge of customer and customer specific business environment Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures May perform follow up on incidents with customer to ensure customer satisfaction May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement May be assigned to other tasks as required by Agile Follow up on incidents with customer to ensure customer satisfaction Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement Qualifications College graduate or undergrad with equivalent experience Intermediate communication skills (Berlitz B1T/SVAR Cat C) Intermediate Customer Service Intermediate computer skills Intermediate analytical skills Spanish Proficiency Level - Efficient
Monster

Philippines
Permanent
Full-time