Bilingual Spanish & English Customer Service Representative

HGS is a global leader in customer experience management, seeking a Bilingual Spanish & English Customer Service Representative to enhance customer interactions. The role involves communicating with customers via various channels, understanding their needs, and providing timely and accurate information while ensuring a positive customer experience.

Responsibilities:

• Communicate with customers through inbound calls, outbound calls and email channels
• Identify customer needs through active listening, exercising emotional intelligence and asking follow up questions
• Use the provided knowledgebase to research answers to customer inquiries and respond to customers with timely, accurate information
• Document customer needs, interactions and outcomes in the appropriate tool or system
• Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service
• Regular 1:1 coaching sessions with your supervisor to ensure you regularly meet key performance indicators

Requirements:

• You're at least 18 years of age
• You have a High School Diploma or equivalent
• You have at least 6 months of customer service experience and you understand the value of coaching / feedback
• Demonstrate a caring, supportive and friendly nature in every interaction
• You're computer savvy, comfortable sitting at a desk and working with multiple monitors
• You're familiar with Android and IOS mobile applications
• You're results oriented and comfortable providing customers with recommendations and solutions