Customer Service Agent, Spanish & English - Global Logistics Internet

Essential duties and responsibilities include but are not limited to the following:

• Assisting clients using live chat, email and telephone calls in Spanish & English
• Working on various in-house software systems
• Identifying and solving client issues using the in-house software provided or by sourcing relevant information in a timely fashion; following up to ensure resolution
• Assessing the registered client data and accurately act on such
• Endeavouring to locate and apply long-term solutions to all queries brought forward
• Register client data and maintain an accurate client log
• Escalating relevant queries through the correct channels
• Keeping up-to-date with interdepartmental issues or updates affecting the client base

• Providing constructive feedback on the customer service process
• Contributing to the team effort by reaching qualitative and quantitative results as needed
• Inbound support: LiveChat; Email; Call Me Back
• Outbound support: Calls to incentivize purchase; Welcome calls, Courtesy calls; Upsell calls; Verification calls; Winners’ calls
• Weekly performance and service level reporting to Line Manager
• Ensuring team standards are met by achieving quality SLAs
• Escalating issues through the relevant channels
• Abiding to processes, procedures and priorities as described
• Allocating inbound support queries to correct departments or consultants for resolution
• Proactively look to further understand departmental, business and industry related matters to increase understanding and improve service levels
• Customer Relationship Management – Spanish & English
• Working Saturday shifts on a rotational basis
• Evaluating processes and procedures to improve operation and efficiency in the department

Skills and Qualifications

• Matric Certificate
• Fluent in Spanish & English
• 2+ years Customer Service experience

• Creativity
• Patience
• Strong communication
• Problem solving skills
• Persuasiveness