Customer Service- Spanish

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

Job summary

Cogneesol in Pune seeks a Process Associate Customer Service (Spanish). You will supervise daily operations of the customer service team, respond to inquiries via phone, email, chat or social media, and ensure policy and performance standards are met.

Proficiency in Spanish is a must. You will document interactions in CRM, escalate issues, coordinate with departments, and work toward targets for quality, speed, and customer satisfaction while maintaining up-to-date product knowledge and

Qualifications

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

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.
• 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.
• Escalate unresolved issues to the appropriate departments or supervisors.
• Follow up with customers to ensure full resolution and satisfaction.
• Maintain up-to-date knowledge of 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 and implement best practices.
• Coordinate with other departments to ensure seamless process flow.
• Oversee automation tools and technology solutions to streamline operations.
• Compliance and Risk Management: Ensure operations comply with industry regulations and internal policies.
• Monitor risks and escalate to senior management when needed.
• Maintain and update insurance-related documentation.

Skills

Customer service

Analytical

Communication

Insurance software

Tools

CRM

IVR

ACD

WFM

MS Office

Job description

Position: Process Associate Customer Service( Spanish)Location: PuneRoles & Responsibilities:Operational Management:

• 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 customers 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.