Bilingüe - Customer Service Representative

Job Description

Job Description

Job Description

Department

Operational

Location

342 San Luis St., Suite 304, San Juan, PR 00920

Position

Customer Service Representative

Reports to

German Muñoz

Title

Director of Operations

Position type:

Full time

Part time

Contract

In house

Shift hours: 40 weekly

Operating: Monday to Sunday, rotating shifts

Extent

No extent

General purpose

The customer service representative will act as a link, providing information about the services or product and will channel any request or problem that requires attention, providing the corresponding guidance. Among the qualities of the representative, the main one is to help the client with patience in an empathic way, maintaining their ability to have control of the call and efficiently communicate the information. The objective is to guarantee quality service, respond effectively to customer inquiries and maintain high customer satisfaction. Manage incoming calls and customer service inquiries. Identify and evaluate the needs of customers to achieve their satisfaction.

RESPONSIBILITIES AND COMPETENCES

• Manage a large number of incoming calls.
• Identify and evaluate the needs of customers to achieve their satisfaction.
• Provide accurate, valid and complete information.
• Comply with the level of service and productivity goals established by the campaign / company for which the calls are being answered.
• Maintain quality and productivity in accordance with the provisions of the Company.
• Inform your immediate supervisor of any situation that arises, both customers and employees that may affect the proper functioning of the company.
• Correctly register the information in the contact system.
• Follow communication procedures, guidelines and policies.
• You must demonstrate the following competencies: Tolerance, Empathy, Communication, Technical Skills, and Results Orientation.
• Any other task designated by your supervisor or immediate manager, not limited to the aforementioned.

WORK EXPERIENCE REQUIREMENTS

• Minimum of 6 months of demonstrable customer service experience or experience as a customer service representative.
• Great capacities to maintain telephone contact and for active listening.
• Customer orientation and ability to adapt / respond to different types of personalities.
• Knowledge and domain with computerized equipment.
• Excellent in keyboard handling and data entry.
• Trained to work under pressure and able to respond to high volume of work.
• Ability to work in a team.
• Excellent verbal and written communication skills.
• Good diction.
• Availability of schedules and rotating shifts.
• Possess high professionalism and ability to deal with clients and colleagues.

Academic requirements

• Post-Secondary Studies (Associate Degree or equivalent, preferably in Business Administration)

DEMANDS

• Work seated for approximately 7 to 8 hours to be able to successfully fulfill its essential functions.
• Exposed to use of computerized equipment at all times to perform its functions.
• Vision, speaking and listening are required to perform their functions and capable of being understood.
• Be available to work overtime in cases of operational need that may be required.

Approve by

Maria Miranda De Jesús

Title

HR & Finance Director

Employee sigature

Date

Affirmative Action Plan Statement / Equal Employment Opportunity

Insight Communications, Corp. offers equal employment opportunity to all employees and job applicants and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, firing, retirement, transfer, absence, compensation, and training.

Insight Communications, Corp.

342 San Luis St., Suite 304, San Juan, PR 00920

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