Bilingual Agent

Perform bilingual screening, answer to incoming or make outgoing calls from / to the customers to address their concerns, answer questions and inquiries, set up appointments, troubleshoot problems, provide information and handle complaints regarding the organization’s products or services accordingly.

Responsibilities include :

• English level C1 or better.
• Having conversations with customers professionally and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer questions regarding products or customer service problems and situations as needed.
• Providing customers with the organization’s service and product information.
• Processing forms, orders, and applications requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the CRM software.

Job Requirements :