17 ene
Percepta
Xico
.Bilingual Customer Service Representative - Onsite!MX-DF-Mexico DF**Description**:At TTEC, we bring first-class service across each market we support.
As a **Customer Service Representative** in **Mexico City**, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
**What You'll Be Doing**The **Customer Service Representative** is responsible for providing timely and professional customer service in response to inquiries or concerns; confirmation of device installation, activation and reporting; troubleshooting mínimalissues and ensuring proper escalation of issues outside of the **Customer Service Representative**'s scope.
This role is responsible for meeting expected customer service levels; support business performance goals of the program by providing a full range of services ensuring support to the third-party installation technicians.
**During a Typical Day, You'll**- Promptly process and answer/resolve inquiries or concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and take the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.- Provide thorough and timely confirmation of device activation, provide essential troubleshooting consultation and escalate calls appropriately.- Develop an understanding of client's line of business to provide best in class service while communicating professional, grammatically correct verbal or written responses to customer inquiries or concerns.- Understand use of technology, scripts, and product knowledge.
Actively listens to the consumer providing answers,
while controlling the call to lead the consumer in an efficient professional manner.- Provide technical support & guidance to customers on proper installation techniques, wiring configurations, and product functionality for all devices as well as providing recommendations on proper device utilization based upon company requirements.- Triage incoming calls and find correct resolution for not only new device installation and device swaps, but also direct any inquiries that fall outside of scope to the correct person(s) or department(s) to ensure proper follow up with management and/or appropriate department responsible for resolution.- Ensure that all customer contacts are properly logged into the device, ensure that our client has accurate contact information on the customer,
manage and audit of documentation of customer files.- Utilize a wide variety of client system and CRM tools to aid in assessing and confirming all devices are successfully reporting for service technicians and their business partners.- Employ customer satisfaction tools according to guidelines
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.