Representante de Servicio al Cliente -English and Español Bilingual Support (Austin)
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 Representante de Servicio al Cliente / Customer Service Representative -English and Español Bilingual Support 

 

The Customer Service Representative - will assist and resolve the account’s customers and users’ issues and concerns. Attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction via phone, email, and chat. This will be a remote position and having a computer and a strong internet connection is a requirement.

 

Company Overview

SupportNinja is 100% bootstrapped, profitable, and growing fast (#86 on the Inc 5000). We’re nerds who are trying to reinvent the outsourcing space and get to work with some of Silicon Valley's biggest tech companies.

We’re looking for someone with a passion for customer experience and the startup space to help support our clients within our customer support operation.

You will get to work hand in hand with well-known startups that are disrupting their industries by working directly with their customer base and providing top tier support.

 

Main Duties and Key Responsibilities:

  1. Opens and maintains customer accounts by recording account information.
  2. Maintains a positive, empathetic and professional attitude toward customers at all times.
  3. Responds promptly to customer inquiries.
  4. Communicates with customers through various channels; chat, email & phone.
  5. Acknowledges and resolves customer complaints.
  6. Obtains product mastery in order to respond to the customers’ concerns promptly and accordingly
  7. Processes orders, forms, applications, and requests.
  8. Keeps records of customer interactions, transactions, comments and complaints.
  9. Communicates and coordinates with colleagues as necessary.
  10. Provides feedback on the efficiency of the customer service process.
  11. Provides comprehensive and professional customer support to ensure customer satisfaction

Qualifications:

  1. Speaks Español and English fluently
  2. Has a computer and a strong internet connection
  3. Graduate of any Associate or Bachelor’s degree; undergraduates are welcome to apply
  4. Minimum of 6 months related experience
  5. Track record of over-achieving on KPIs.
  6. Strong phone contact handling skills and active listening.
  7. Familiar with CRM systems and practices.
  8. Customer orientation and ability to adapt/respond to different types of characters.
  9. Excellent communication and presentation skills.
  10. Ability to multitask, prioritize and manage time effectively.