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Bilingual Customer Service Associate | Convergys | Wichita, KS
Dimension & Scope:
Interface with customers via inbound or outbound calls or the Internet
for the purpose of resolving routine problems with products or services.
Principal Duties and Responsibilities:
Greet customers in a courteous, friendly, and professional manner using
agreed upon procedures. Listen attentively to customer needs and
concerns; demonstrate empathy. Clarify customer requirements; probe for
and confirm understanding of requirements or problem.Meet customer
requirements through first contact resolution. Confirm customer
understanding of the solution and provide additional customer education
as needed. Prepare complete and accurate work and update customer file.
Communicate effectively with individuals/teams in the program to ensure
high quality and timely expedition of customer requests.Effectively
transfer misdirected customer requests to an appropriate party.
Contribute ideas on ways to resolve problems to better serve the
customer and/or improve productivity. Participate in activities designed
to improve customer satisfaction and business performance. Use
decision-support tools to respond to common customer work/service order
inquiries and requests. Prepare customer correspondence.Solve problems
using agreed upon procedures. Offer solutions to basic customer issues.
Maintain basic knowledge of client products and/or services.
Education & Professional Certifications:
High school diploma or equivalent experience.
Candidate Profile:
Bilingual in English & Spanish. Knowledge of basic computer operations.
Willingness to rotate shifts, as needed.Ability to learn.Courteous with
strong customer service orientation. Dependable with proficient
attention to detail.Good listening and responding skills.
Environment, Physical & Other Requirements:
Ability to perform light hand activity work at a computer/telephone
station in an office environment. Position is primarily sedentary. May
stretch or stand at workstation for short periods at employee's option,
as long as such activity does not detract from the employee's work, or
interfere with other employees.
To apply for this position, please copy and paste the following link
into your browser address bar:
http://conver.contacthr.com/15135634
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