Description
We are seeking a Customer Service Associate to join our team in Santo Domingo. As a Customer Service Associate, you will be responsible for providing excellent customer service skills to ensure the highest level of customer satisfaction.
Responsibilities:
- Use proper phone etiquette to provide great customer service for incoming calls for various cases and projects
- Receive emails and inbound calls from customers pertaining to service events or service contract/MFG warranty related items
- Verify contract information and initiate claims based on client specific terms and conditions while following internal procedures
- Perform basic troubleshooting on electronic and mechanical products
- Assist customers with other service contract or MFG warranty related issues
- Accurately document and update records in required systems
- Maintain diplomacy and tact when communicating with customers, service centers, and clients
- Escalate customer issues to management when necessary
- Maintain call handling performance metrics
- Perform other related duties as required
Qualifications:
- High School Diploma or GED
- Must be 18 years or older
- Effective communication and literacy skills
- Professional Proficiency (speaking, listening, and reading) in English and Spanish
- Ability to deal with customers from diverse backgrounds
- Excellent computer skills with quick and accurate typing
- Quality Customer Service Skills
- Ability to handle escalated calls, with empathy and professionalism
- Decision making and problem-solving skills
- Excellent time management skills
- Previous customer service and/or 1 year of call center experience
- Ability to maintain the highest level of confidentiality
- Proficient personal computer skills, including Microsoft Office
- Ability to work in a team fostered environment
- Ability to work in a multi-tasked environment
- Ability to prioritize and organize work
- Ability to adapt to a flexible schedule