Teleperformance

Bilingual Customer Expert – Spanish/English

Teleperformance

full-time

Posted on:

Location Type: Remote

Location: Alabama • Arizona • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • Manage a high volume of inbound and outbound calls and other customer contacts in a timely and professional manner.
  • Address and resolve customer complaints and inquiries regarding billing statements, payments, and account adjustments.
  • Contact customers with overdue accounts to solicit payment or negotiate realistic payment plans, while adhering strictly to the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations.
  • Troubleshoot and provide updates on service problems and outages, escalating complex technical issues to the appropriate departments (e.g., L2 or L3 support).
  • Review customer accounts, identify problems, and process necessary changes, credits, or service disconnections/reconnections as required.
  • Maintain accurate and detailed records of all customer interactions and transactions within the CRM system.
  • Utilize strong problem-solving skills to find effective solutions and provide accurate information about products, services, and policies.
  • De-escalate situations involving dissatisfied customers, remaining calm and professional under pressure.
  • Collaborate with other departments to ensure timely and thorough resolution of customer issues.
  • Strive to meet and exceed individual and team performance metrics (KPIs) such as call volume, resolution time, and customer satisfaction ratings.

Requirements

  • Bilingual Spanish/English
  • 6 months customer service experience minimum
  • Over 18 years of age
  • Ability to type 25 wpm
  • High School Graduate or GED
  • Comfort with desktop computer system
  • 6 months Call Center experience, preferred
  • Ability to use Windows operating systems
  • 6 months sales experience minimum
  • Able to work independently
  • Ability to stay composed and objective
  • Superior negotiating skills
Benefits
  • Paid Training
  • Competitive Wages
  • Full Benefits (Medical, Dental, Vision, 401k and more)
  • Paid Time Off
  • Employee wellness and engagement programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer service experiencecall center experiencesales experiencebilingual Spanish/Englishtyping 25 wpmproblem-solvingnegotiating skills
Soft Skills
calm under pressurecomposedobjectivecollaborationattention to detail
Certifications
High School GraduateGED