We are HIRING!
CSR Spanish & Korean BilingualLocation - CEBU
Shifting Schedule
Client: Wipro
SKILLS:Fluent in English is a must; fluent in other languages, is an assetExcellent telephone and email communication skillsMust be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment RESPONSIBILITIES:Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and e-mailAbility to handle difficult or sensitive issues with customers in a polite and tactful mannerCollects and contributes to daily/weekly/monthly reports monitoring customer activityUnderstanding company products, systems and customersFielding all incoming help requests from clients via telephone and/or emails in a courteous mannerDocument all pertinent end user identification information, including name, department, contact information and nature of problem or issueRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutionsFollow standard processes and procedures to resolve all client queriesResolve client queries as per the SLA's defined in the contractAccess and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clientsIdentify and learn appropriate product details to facilitate better client interaction and troubleshootingDocument and analyze call logs to spot most occurring trends to prevent future problemsMaintain and update self-help documents for customers to speedup resolution timeIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolutionEnsure all product information and disclosures are given to clients before and after the call/email requestsAvoids legal challenges by complying with service agreements GOOD TO HAVE:Good to have hiring Skills from the candidate but not a show stopper to hire. It would be an add on over and above the Essential skills.
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