Abertis Mobility Services · 2 weeks ago
Call Center CSR - Webchat (Bilingual)
Orlando, FL
Full-time
Onsite
New Grad, Entry Level
0+ years expEmovis is a company that offers state-of-the-art toll-based mobility solutions and is expanding its footprint in the USA. They are seeking a Bilingual Customer Services Representative who will provide effective service to customers and prospects, handling inquiries and resolving complaints primarily through web chat.
Information Technology & Services
Responsibilities
Must be bilingual in Spanish
Provide exceptional customer service, including verbal, nonverbal, and written communication, as outlined within the agreed quality standards
Utilization of standard operating procedures and canned responses to address customer inquiries and disputes via chat
Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries
Provide production support through administrative tasks, including data entry, working/completing service request, document/image review, and processing
May contact customers to respond to inquiries or to notify them of investigation results/updates
Escalate unresolved customer grievances to a designated team member or department for further investigation
Determine charges for services requested and transfer them to the appropriate department, if applicable
Maneuvering between taking English and Spanish chats, with the need to assist with call taking when needed
Contribute to overall department targets by achieving Key Performance Indicators (KPIs)
May perform other duties as assigned
Qualification
Required
Must be bilingual in Spanish
High School Diploma or GED
Minimum 6 months in a customer service role
Proficient in computer functions; comfortable navigating multiple applications (Must successfully complete a computer literacy assessment)
Provide exceptional customer service, including verbal, nonverbal, and written communication, as outlined within the agreed quality standards
Utilization of standard operating procedures and canned responses to address customer inquiries and disputes via chat
Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries
Provide production support through administrative tasks, including data entry, working/completing service request, document/image review, and processing
May contact customers to respond to inquiries or to notify them of investigation results/updates
Escalate unresolved customer grievances to a designated team member or department for further investigation
Determine charges for services requested and transfer them to the appropriate department, if applicable
Maneuvering between taking English and Spanish chats, with the need to assist with call taking when needed
Contribute to overall department targets by achieving Key Performance Indicators (KPIs)
May perform other duties as assigned
Benefits
PTO (Paid Time Off)
Medical, Dental, & Vision Insurance
Holiday Pay
FSA, 401K plans
Company
Abertis Mobility Services
Abertis Mobility Services is the subsidiary of Abertis Group, specializing in mobility solutions that combine electronic tolling and free-flow businesses.
Barcelona , ES
501-1000 employeesFunding
Current Stage
Late StageCompany data provided by crunchbase