Bilingual Agent - Home Office

RemoteFetch; Tlaquepaque; A distancia; MXN 201.000 - 357.000; Jornada completa

Descripción de la vacante

RemoteFetch in Mexico is seeking a customer support specialist to handle interactions via inbound/outbound calls, chat, and email according to client guidelines to resolve needs. You will manage customer interactions to meet objectives and participate in coaching and performance plans.

In this role, you will read weekly client updates, acknowledge CCMS communications, and work with the team to achieve KPIs while maintaining professionalism, adaptability, and strong communication.

Formación

• Customer interactions via call, chat, or email per client guidelines.
• Ability to follow coaching and performance plans.
• Read and acknowledge weekly client updates and communications.

Responsabilidades

• Assist on maintaining Global Security Policies by informing any inappropriate activity
• Manage customer's interactions in accordance to client's guidelines
• Follow coaching provided by support personnel
• Manage customer's interaction to accomplish objective in conjunction with the performance assessment plan
• Reach key performance indicators established by the client
• Read, understand and validate client weekly updates
• Read and acknowledge all the CCMS communications

Conocimientos

Adaptability

Customer Orientation

Teamwork

Communication

Initiative

Learning Abilities

Energy

Analytical Thinking

Productivity

Basic computer skills

Herramientas

MS Office

Outlook

Excel

Word

PowerPoint

Descripción del empleo

Job Description

Responsible for handling customer interactions via a call (inbound or outbound), chat, email, etc. in accordance to client's guidelines to resolve customer's need.

Scope client line of business assigned.

Responsibilities

• Assist on maintaining Global Security Policies by informing any inappropriate activity
• Manage customer's interactions in accordance to client's guidelines
• Follow coaching provided by support personnel
• Manage customer's interaction to accomplish objective in conjunction with the performance assessment plan.
• Reach key performance indicators established by the client
• Read, understand and validate client weekly updates
• Read and acknowledge all the CCMS communications

Qualifications

Technical Skills

• Basic computer skills
• Basic usage of MS Office standard tools (Outlook, Excel, Word and Power point)
• Skills according line of business defined in client's SOW
• Languages required by client

Competencies and Specific Skills

• Adaptability
• Customer Orientation
• Teamwork
• Communication
• Initiative Customer
• Learning Abilities
• Energy
• Analytical Thinking
• Productivity