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Bilingual Customer Support Rep in Dallas, TX at HumCap Recruiting

Date Posted: 3/2/2019

Job Snapshot

Job Description

Description:Bilingual  Customer Support Representative
Respond to customers to provide information in response to inquiries about products and services and to handle and resolve issues. Build customer relationships by providing product and service information, servicing the customer and resolving customer issues. Bilingual skills include fluent Spanish and English.
Confer with customers by telephone or in person to provide information about SaaS products, take or enter orders, cancel accounts, or obtain details of complaints.
Using CRM, keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments. Recommend improvements in products, service, or billing methods and procedures to prevent future problems.
Recommend potential products or services and improvements to product to management by collecting customer information and analyzing customer needs.
Meet Quality Assurance Requirements and other key performance metrics.
Prepare product or service reports by collecting and analyzing customer information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of                                  the problem; selecting and explaining the best solution to solve the problem; expediting correction or  adjustment; following up to ensure resolution. Document all customer issues and resolutions.
Check to ensure that appropriate actions were taken to resolve customers' problems.
Refer unresolved customer grievances to designated departments for further investigation.
Assist customers with technical issues experienced with website and escalate production issues appropriately. Prioritize escalation of issues.
Request technical support and testing that could determine the causes of SaaS errors.
Recommend potential products and services to customers.
Compare disputed shipments with original orders and information from invoices and prepare refunds or credits as appropriate. o Determine charges for services requested, collect deposits or payments, or arrange for billing.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
Maintain financial accounts by processing customer adjustments.
Resolve customers' service or billing complaints by performing activities such as refunding money, or adjusting bills.