Bilingual Agent Support Specialist

Ria Money Transfer; Santiago de Querétaro; Presencial; MXN 167.000 - 246.000; Jornada completa

Descripción de la vacante

RIA Money Transfer in Querétaro is seeking an Agent Support Representative to handle inbound calls, respond to tickets and emails, and ensure a positive service experience for our agents.

You will verify agent information in our systems, transfer or escalate calls as needed, stay up-to-date on products, identify opportunities for improvement, and meet quality, regulatory, and performance standards.

Flexibility for extended hours or weekends may be required.

Formación

• Some college experience or incomplete degree.
• Excellent written and verbal communication skills, as well as active listening in multiple languages, including Spanish and English.
• Preferably 1 to 2 years of experience in customer service, in contact center environments.
• Experience in problem-solving; handling and persuading difficult customers; decision-making quality; responsibility in job-related activities and personal behavior; action-oriented and results-driven; customer-focused.
• Key characteristics for the role include a positive attitude, team player, and excellent phone manners and etiquette.
• Ability to multitask, pay attention to detail, and thrive in a fast-paced and dynamic environment.
• Flexibility to work extended hours or weekends.
• Proficiency in using and handling computer equipment and various software programs related to the job.

Responsabilidades

• Receive calls, tickets, and emails, providing a positive service experience to the Agent.
• Respond to Agents' questions, inquiries, and concerns via phone, email, and other channels in a professional manner.
• Enter and verify Agent information accurately in our system.
• Manage phone calls effectively, including putting on hold, transferring to other departments, or disconnecting calls without the Agent's consent.
• Stay updated on the products and services provided by RIA.
• Identify problems, areas of opportunity, and complaints during Agents' inquiries and propose solutions.
• Meet quality control requirements as well as other key performance indicators.
• Ensure proper execution, implementation, and improvement of all relevant operational procedures and instructions, as well as compliance with regulations.

Conocimientos

Communication skills

Multilingual (Spanish & English)

Active listening

Customer service

Problem solving

Educación

Some college experience or incomplete degree

Descripción del empleo

RIA Money Transfer in Querétaro is seeking an Agent Support Representative to handle inbound calls, respond to tickets and emails, and ensure a positive service experience for our agents.

You will verify agent information in our systems, transfer or escalate calls as needed, stay up-to-date on products, identify opportunities for improvement, and meet quality, regulatory, and performance standards.

Flexibility for extended hours or weekends may be required.