FRENCH Bilingual Specialist in Kingston, JM at Startek

Date Posted: 11/30/2019

Job Snapshot

  • Employee Type:
  • Location:
    Kingston, JM
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

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.

Job Requirements

Education and/or formal training:
Ø  Minimum high school diploma or GED equivalent preferred.
Knowledge, Skills and Abilities:
KSAs Common to All JDs:
Ø  Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
Ø  Ability to work effectively in a team oriented, high demand and fast paced environment. 
Ø  Ability to maintain high level of confidentiality and work with highly sensitive data and information.
Ø  Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
Ø  Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
Ø  Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

Ø  Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
P.S. Whilst we appreciate your interest, only shortlisted candidates will be contacted for interviews


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