Spanish Backoffice Administrator

Lead Capital Group; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic financial services firm in Cape Town is seeking a Back Office Administrator to ensure positive customer interactions. The role involves managing customer inquiries, administrative duties, and maintaining records. Ideal candidates have at least 2 years in a Call Center and 3 years in customer service. Fluency in English and Spanish is required, alongside proficiency in call center technology and MS Office applications.

Qualifications

• Minimum 2 years experience in Call Center environment.
• Minimum 3 years experience in back office or customer service and administration departments.

Responsibilities

• Perform administrative duties including sending emails and resolving customer complaints.
• Maintaining a positive, empathetic, and professional attitude toward customers.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.

Skills

Fluent in both Spanish and English

Problem-solving ability

Computer literacy (MS Office applications and G-Suite)

Tools

Call center technology

Job description

Overview

As the Back office administrator, you will help ensure customer interactions with the organization are positive and leave the customer satisfied. Your role includes taking customer phone calls, responding to inquiries and complaints, and assisting with the completion of orders on an administrative level by reviewing all paperwork and documents. You will be responsible for several administrative tasks including maintaining records, data management, updating documentation, and records management.

Key Accountabilities / Responsibilities of Role

• Performing administrative duties including sending emails and resolving customer complaints or questions


• Maintaining a positive, empathetic, and professional attitude toward customers at all times.


• Responding promptly to customer or departmental inquiries.


• Communicating with customers through various channels.


• Acknowledging and resolving customer complaints.


• Knowing our products inside and out so that you can answer questions.


• Processing transactions, forms, applications, and requests.


• Keeping records of customer interactions, transactions, comments, and complaints.


• Communicating and coordinating with colleagues as necessary.


• Providing feedback on the efficiency of the customer service process.


• Managing a team of junior customer service representatives.


• Ensure customer satisfaction and provide professional customer support.

Knowledge, Skills, Experience Required

• Fluent in both Spanish and English


• Minimum 2 years experience in Call Center environment


• Minimum 3 years experience in back office or customer service and administration departments


• Knowledge of call center technology


• Computer literacy (MS Office applications and G-Suite) at advanced level

Behavioral Traits Required

• Problem- solving ability


• Extremely motivated and Self-driven personality


• Confident and charismatic approach to people


• Ability to work in a competitive and stressful environment