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CTG · 2 days ago

Bilingual (Spanish/English) Call Center Representative

Boca Raton, FL

Contract

Onsite

Entry Level

1+ years exp

CTG is seeking a Bilingual Call Center Representative to provide effective and efficient service to customers and prospects. The representative will interact with customers to provide information and resolve inquiries about products and services, while maintaining records of customer interactions and contributing to departmental targets.

ConsultingInformation TechnologySoftware

Hiring Manager

Jamie Robinson

Responsibilities

Provide exceptional customer service, including verbal, nonverbal, and written communication, as outlined within the agreed quality standards

Understand customers’ needs and determine the appropriate course of action in line with agreed Standard Operating Procedures (SOPs) and policies

Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries

Processes/administers existing accounts (adding a vehicle or change of address)

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

Provide customer services via telephone or person to provide information about products, services, order status, or grievances

Contribute to overall department targets by achieving Key Performance Indicators (KPIs)

May perform other duties as assigned

Process payments over the phone

Set recurring payments (e.g. direct debit) over the phone

Review vehicle passage images to identify and classify accurately

Process Penalty Charge Notices, Appeals, and Representations as part of the Enforcement services

Qualification

Bilingual (Spanish/English)Customer service experienceComputersMicrosoft Office

Required

Spanish & English is REQUIRED for this role

1 year of customer service is required

Fluency in Spanish/English is required

Proficiency in computers, including Microsoft Office

Company

CTG

Glassdoor3.8

CTG, a Cegeka company, is at the forefront of digital transformation, offering innovative IT solutions and services that accelerate your strategy and project momentum.

Founded in 1966

Buffalo, New York, USA

5001-10000 employees