Contact Center Agent (Foreign Language) – eSal

Job Description

JOB PURPOSE

The primary responsibility of the candidate will be to effectively address customer issues, handle complaints, and respond to inquiries with tact and efficiency. With exceptional problem-solving skills and dedication to customer-centric values, the candidate will ensure that every interaction leaves a positive impact.

Key Responsibilities

• Managing large amounts of inbound/outbound calls, emails, and chat on time with the highest level of professionalism.
• Following communication “scripts” when handling different topics and services.
• Identifying customers’ needs, clarifying information, researching every issue, and providing solutions and/or alternatives.
• Escalate issues to the appropriate Outbound Channels and/or designated personnel after taking all relevant details and adhering to all approved procedures.
• Having an in-depth understanding of the products and services of clients to respond
• appropriately to calls/emails and chats from customers.
• To actively promote and manage the process of continuous improvement of customer services standards.
• Analyzing campaigns effectiveness and makes recommendations for future campaigns.

Key Requirements

• A minimum of first Degree or its equivalent.
• Ability to work in a 24-hour shift environment.
• Customer orientation and ability to adapt or respond to different types of customers.
• Excellent Communication and Presentation skills

Required Skills

• Good Communication Skills
• Good Computer Literacy skills
• Active Listening
• Fluent in English and any of the below languages:(Spanish, French, Portuguese, Wolof)