Bilingual Customer Experience Specialist (EN/ES)

Logoslabs; San Francisco (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

Protective Asset Protection in San Francisco is seeking a customer service representative to provide exceptional support to our customers by phone, email, chat, and social channels. You will resolve inquiries, document interactions, and maintain accurate product knowledge.

The ideal candidate is fluent in English and Spanish, adaptable in a fast-paced environment, and able to work with multiple systems. You will own issues from start to finish and strive to meet SLAs and quality standards.

Qualifications

• Previous customer service experience in an inbound call center or similar environment is preferred.
• Experience using various modern computer systems and communication tools.
• Demonstrated ability to resolve conflicts and create customer satisfaction in difficult situations.
• Flexibility to work in shifts, including evenings, weekends, and holidays.

Responsibilities

• Assist customers via phone, email, chat, and social media, ensuring a consistent and positive experience.
• Handle customer inquiries and resolve issues efficiently, effectively, and in a timely manner.
• Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately.
• Actively listen to customers, identify their needs, and provide appropriate solutions or escalate when necessary.
• Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.
• Provide accurate and up-to-date information about products, services, policies, and procedures.
• Maintain comprehensive knowledge of company products, services, and promotions to address inquiries and offer relevant solutions.
• Meet or exceed customer expectations by performing at or above SLAs and quality standards.
• Recommend opportunities for improvement of our customer service processes and interactions.
• Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities.

Skills

Problem solving

Multitasking

Active listening

Communication skills

Education

High school diploma

Job description

Protective Asset Protection in San Francisco is seeking a customer service representative to provide exceptional support to our customers by phone, email, chat, and social channels. You will resolve inquiries, document interactions, and maintain accurate product knowledge.

The ideal candidate is fluent in English and Spanish, adaptable in a fast-paced environment, and able to work with multiple systems. You will own issues from start to finish and strive to meet SLAs and quality standards.