Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
Adhere to the client’s SLAs and consistently meet production targets
Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

2 or more years of customer service experience in any industry
Knowledge of basic help desk software, computer software and Microsoft Office applications
Strong problem-solving skills to bring inquiries to effective resolution
Strong customer service skills with an emphasis on written and oral communication
Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries

Bilingual Call Center Agent

Key skills