Contact Center Agent (Bilingüe)

PayU GPO; Bogotá; Presencial; COP 40.000.000 - 80.000.000; Jornada completa

Descripción de la vacante

A leading company in the e-commerce sector seeks a Bilingual Contact Center Agent to support customers through various communication platforms. The role involves addressing inquiries, resolving issues, and documenting service interactions effectively. Ideal candidates will have a high school diploma and experience in customer service.

Formación

• At least 6 months of experience in customer service.
• Proficiency in relevant computer applications.
• Intermediate - Advanced Level of English.

Responsabilidades

• Identify customers' needs and provide solutions.
• Guide callers through troubleshooting and use of services.
• Document call information according to procedures.

Conocimientos

Customer service practices

Data entry

Problem solving

Communication

Educación

High school diploma or two semesters of technical studies

Descripción del empleo

About the Role

• As a Contact Center Agent (Bilingual), you will provide direct support to the requirements of internal and external customers to facilitate transactional activities through phone, chat and tickets for all platforms. In this role, you will be at the forefront of our customer interactions, handling inquiries and facilitating transactions.

What you will do

• Identify customers’ needs, clarify information, research everyissueand provide solutions and/or alternatives.
• Guide callers through troubleshooting, navigating the company site or using the services.
• Answering tickets and chats.
• Solve the requirements and requests assigned and received.
• Answer incoming calls and respond to customer’s emails.
• Identify and escalate issues to supervisors.
• Research, identify, and resolve customer complaints using applicable software.
• Document all call information according to standard operating procedures.
• Complete call logs and reports.

What you need to succeed

• At least 6 months of experience in customer service.
• Minimum high school diploma or completion of at least two semesters of technical or related professional studies.
• Understanding of customer service practices and principles.
• Knowledge of e-commerce or banking industries.
• Strong data entry and typing skills.
• Proficiency in relevant computer applications.
• Intermediate - Advanced Level of English