Key Responsibilities

• Handle inbound and outbound customer interactions in both English and [Second Language].
• Provide accurate information regarding products, services, billing, troubleshooting, and account inquiries.
• Resolve customer concerns with professionalism, empathy, and efficiency.
• Document customer interactions and maintain detailed records in CRM systems.
• Meet or exceed performance metrics including customer satisfaction, response time, and quality standards.
• Escalate complex issues to appropriate departments when necessary.
• Maintain up-to-date knowledge of company products, policies, and procedures.
• Adhere to company guidelines, compliance requirements, and data privacy standards.

Qualifications

• High school diploma or equivalent required.
• Fluency in English and [Second Language] (spoken and written).
• Previous customer service, call center, or support experience preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and navigate multiple systems simultaneously.
• Problem-solving mindset with strong attention to detail.
• Basic computer proficiency and familiarity with CRM tools.
• Flexible schedule availability, including weekends or holidays if required.