Customer Service Executive - Spanish Language

Cogneesol; Pune District; On-site; INR 450,000 - 650,000; Full time

Job summary

Cogneesol is seeking a Process Associate Customer Service (Spanish) in Pune. The role involves supervising a service team, handling inquiries via multiple channels, and resolving issues with a strong emphasis on customer satisfaction.

The candidate should have 2+ years in customer service, Spanish language proficiency, and familiarity with CRM, IVR, ACD, and WFM. Insurance software and MS Office skills are a plus.

Qualifications

• Spanish language proficiency is required.
• 2+ years of experience in customer service or contact center environment.

Responsibilities

• Supervise daily operations of the customer service team, ensuring adherence to policies and performance standards.
• Respond to customer inquiries via phone, email, chat, or social media.
• Resolve product or service problems by clarifying the issue, determining the cause, and providing the best solution.
• Document all customer interactions using CRM or ticketing systems.
• Meet individual and team performance targets including quality, speed, and customer satisfaction.
• Collaborate with other team members to achieve team goals and support a positive work environment.
• Adhere to company policies and compliance standards.
• Analyze and optimize operational processes to identify improvements and implement best practices.
• Coordinate with other departments to ensure seamless process flow.
• Implement and oversee automation tools to streamline operations.
• Ensure operations comply with regulations, policies, and legal standards.
• Monitor risks or operational issues and escalate as needed.
• Maintain insurance-related documentation, including policy and claims records.

Skills

CRM

IVR

ACD

WFM

Analytical skills

Communication skills

Problem solving

Insurance software

MS Office

Tools

MS Office

Insurance software

Job description

Position: Process Associate Customer Service( Spanish)

Location: Pune

Roles & Responsibilities

• Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.
• Respond to customer inquiries in a timely, professional, and courteous manner via phone, email, chat, or social media.
• Proficiency in Spanish Language is a must
• Resolve product or service problems by clarifying the customer’s issue, determining the cause, and providing the best solution.
• Accurately document all customer interactions using CRM or ticketing systems.
• Escalate unresolved issues to the appropriate departments or supervisors.
• Follow up with customers to ensure full resolution of issues and satisfaction.
• Maintain up-to-date knowledge of company products, services, policies, and procedures.
• Meet individual and team performance targets including quality, speed, and customer satisfaction.
• Work collaboratively with other team members to achieve team goals and support a positive work environment.
• Adhere to all company policies and compliance standards.

Process Improvement

• Analyze and optimize operational processes to identify areas for improvement and implement best practices.
• Coordinate with other departments, to ensure a seamless process flow.
• Implement and oversee automation tools and technology solutions to streamline operations.

Compliance and Risk Management

• Ensure all operations comply with industry regulations, corporate policies, and legal standards.
• Monitor and address any potential risks or operational issues, escalating as necessary to senior management.
• Maintain and update insurance-related documentation, including policy and claims records.

Skills Required

• 2+ years of experience in a customer service or contact center environment
• Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).
• Strong analytical and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• Proficiency in insurance management: software and MS Office Suite.