FRENCH Bilingual Specialist in Kingston, JM at Startek

Job Description

 Job Summary
Technical Support Representatives are true engagement specialists – skilled at engaging in meaningful interactions that make our clients’ customers say “WOW!” In this role, the Engagement Specialist responds courteously and efficiently to a high volume of customer telephone inquiries about a client’s products or services. Calls are basic and routine. The Engagement Specialist must be able to effectively trouble-shoot through a variety of technical issues in order to solve customer’s problems.  The Engagement Specialist promotes and sells/renews our client company's products or services to ensure the customer’s needs are being met; investigates and resolves complaints; handles problems related to product function or the replacement of defective parts; and/or answers questions regarding billing, service, equipment (hardware or software), features, activations and/or account information changes.  A computer system is used to track questions and answers as well as enter or check the status of orders.



Essential Duties & Responsibilities:
(Please quantify each with a % of time spent on each duty and responsibility – must add up to 100%)
 
Ø  60% Communicates with customers via telephone or written correspondence to provide information and assistance.
§  Operates computer/on-line guidelines for the purpose of responding to customer inquiries.
§  Resolves customer issues on first contact.
§  Follows escalation procedures as needed.
§  Safeguards important customer and company information in order to maintain confidentiality. 
§  Crafts response to customer in a clearly written communication using proper grammar and syntax.  Conveys information in a succinct manner.
§  Using mail, email and fax, communicates with customer who has often made multiple attempts to resolve their issue(s).   The Engagement Specialist may need to diffuse negative emotions with the customer in order to re-establish trust.  Demonstrates high level of customer service to assure customer satisfaction.
 
Ø  25%- Checks mail, fax and email to provide customer assistance.  Reviews written requests to identify issues for problem resolution.  Utilizes existing resources including scripts to formulate intervention and potential problem resolution. Determines best method to gain further information if needed, via email or phone contact with the customer.  Relies on knowledge of a variety of topics in order to resolve the customer’s issue.  May need to interface with other departments.
Ø  10%- Completes, processes, and maintains applicable paperwork and records.
§  Follows escalation procedures as needed.
Ø  5% - May perform other related duties and responsibilities as assigned and/or required.