Customer Experience Representative-Breach Services

PCRecruiter - Recruitment Software & Applicant Tracking System; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading Call Centre provider is seeking Customer Experience Representatives to work from home on a temporary basis. This role involves addressing inquiries and resolving issues related to consumers' compromised personal information. Candidates must be proficient in Spanish or French and possess strong communication and technical skills. This is a contract position paying $30.00 per hour.

Qualifications

• Must be proficient in Spanish or French.
• Must have excellent time management skills.

Responsibilities

• Interact with consumers via telephone to provide support.
• Validate consumer identity and review mailed material.
• De-escalate calls and handle fluctuating call volumes.
• Field customer questions and complaints.
• Ensure that appropriate actions are taken to resolve problems.
• Assist consumers in signing up for ID protection.

Skills

Excellent communication skills including active listening

Service-oriented and able to resolve customer grievances

Proficient computer skills

Ability to work independently

Excellent phone and email etiquette

Ability to communicate in a pleasant and friendly manner

Maintains strict confidentiality

Team player

Pro-active with good attitude

Self-disciplined and self-motivated

Education

5 O’ Levels including English Language

1 to 2 years customer service experience

Tools

MS Office

MS Outlook

Job description

Our client in the Call Centre industry is currently seeking Customer Experience Representatives to work from home on a temporary basis.

Employment Type: Contract
Rate: $30.00 per hr.
Location: Work from home
Must be proficient in Spanish or French

Job Summary:

The Customer Service Representative - Breach Services position will interact with the company’s consumers by addressing inquiries and resolving escalated issues related to consumers’ personal information being compromised.

Duties/Responsibilities:

• Interacts with consumers via telephone to provide support and information on the personal data that was compromised.
• Looks up caller information, validates consumer identity, and reviews mailed material with the consumer.
• De-escalates calls by using customer services skills and active listening skills to calm callers.
• Handles fluctuating call volumes up to 60 incoming calls per day, but may go periods without a call.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff via internal chat and through the Salesforce system.
• Enters detailed notes into Salesforce.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Assists consumers in navigating to sign up for ID protection or credit monitoring services.
• Performs other related duties as assigned

Required Skills/Abilities:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software and navigate technology.
• Ability to work independently.
• Must display excellent phone and email etiquette
• Ability to communicate in a pleasant and friendly manner
• Must maintain strict confidence
• Must be a team player
• Must be Pro-active, have a good attitude, self-disciplined and self-motivated

Education and Experience:

• 5 O’ Levels must include English Language
• 1 to 2 years customer service experience
• Must be proficient in Spanish or French
• Must be proficient in MS Office and MS Outlook
• Must have excellent time management skills

Requirements:

Physical

• Prolonged periods sitting at a desk and working on a computer.

Technical

• A laptop with window 10 or 11
• A reliable high speed internet connection
• A compatible head set wireless or USB
• Apple computers or Chromebooks are not compatible

Job Ref: RM