Intermediate Customer Service Specialist (Bilingual)

Role summary

Responds to customer service requests in two or more languages via phone calls phone calls, emails, chat, text messaging, social media, and other digital methods. May participate in specialized operational management projects, such as performing quality or audits, analyzing statistical productivity, workforce, or performance data, or developing specialized tracking reports. Analyzes data and metrics to identify trends and areas for improvement. May create reports and dashboards that help the organization understand performance and productivity data and how to better meet customer needs. Typically uses customer relationship management (CRM) software to track customer interactions across multiple channels to ensure consistent service. Initiates or responds to inbound or outbound contacts on behalf of the organization being serviced. Applies strong verbal and written skills to effectively communicate with callers, customers, and colleagues to quickly identify, solve, and document issues and problems utilizing computers and software to access information, update customer accounts, process orders or service requests, confirm schedules, etc. Effectively interprets and diagnoses the scope of inquiries or multi-faceted problems. Communicates with callers, customers, and colleagues at all levels to quickly identify, inform, communicate, or access information. Conducts research, solves, and documents issues and problems utilizing specialized systems, reports, literature and/or publications to access information, communicate findings, update customer accounts, handle orders or service requests, confirm schedules, critical information, etc. Based on industry, is responsible for learning and possessing specialized complex knowledge such as medical terminology (Healthcare), or Insurance and Financial Products (Insurance/Financial Services) to effectively answer customer inquiries from incoming calls regarding questions, concerns, status, complaints, etc. Performs on-line research and analysis to evaluate the scope of relative technically specialized information to offer accurate information and timely solutions to customer needs and inquiries. Demonstrates patience, understanding, and empathy while working to find a solution to the customer’s problem. May take or process orders following administrative guidelines and quality standards. Typically requires a college degree and specialized Contact Center experience.

Job summary sourced from the Empsight benchmark job library.