Bi lingual Customer Service Rep
Company: Real Time Technologies Inc
Location: Miami
Posted on: March 18, 2023
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Job Description:
TITLE Bi lingual Customer Service Rep EOE STATEMENT We are an
equal employment opportunity employer. All qualified applicants
will receive consideration for employment without regard to race,
color, religion, sex, national origin, disability status, protected
veteran status or any other characteristic protected by law.
DESCRIPTION List of responsibilities:
Primary level support of customer care issues related to, but not
limited to, payment investigations, RTPAY Self Service Machines
(SSM), fraud investigations, tier 1 technical support.
Answering all incoming calls, triaging the customer concern and
either addressing the need immediately or escalating the call to
the proper team if necessary.
Research and analyze system and technical issues affecting RTPAY
operations (reported or not reported), escalating them timely,
appropriately, and accurately.
Provide immediate and thorough support for SSM machines, including
carrier/customer/dealer payment processing issues.
Accurate use of the Customer Relationship Management (CRM)
ticketing system where all customer (RTPAY services end user,
dealer, carrier, or market team) interactions are captured and
recorded within CRM.
Assist the market team members on their questions and concerns;
especially with those related with the installation, maintenance
and training of proprietary software and equipment.
Successful and timely completion of all daily work-tasks and
special assignments.
Exhibit professionalism and superior phone etiquette, answering all
customers with a focus on quality of message with cheerful
demeanor.
May at times be asked to assist with the production of job aids and
documentation to support Customer Care work duties or other RTPAY
team needs.
Additional tasks assigned as needed as required by business
needs.
Regular and predictable attendance is an essential function of this
position.
Shift: 2:30PM-11PM Thursday and Sunday off
POSITION REQUIREMENTS Position Requirements/Qualifications
Years of experience needed:
2 Years of prior call center experience preferred, with no less
than 18 months of prior experience in a customer service role.
Degrees, certifications/qualifications (skills/knowledge
required):
High School Diploma or GED; preference give to candidates with
prior call center experience
Additional Requirements:
Basic PC knowledge, including Microsoft Office, Outlook, Info Path,
Internet Explorer, etc.
Excellent written and verbal communication skills in English.
Fluency in Spanish is required.
Excellent phone etiquette.
Strong interpersonal skills such as: effective listening, empathy,
and patience.
Ability to work independently and possess sound judgment to work
under pressure.
Ability to defuse excited and irate Agents or customers.
Organizational and follow-up skills are required.
Dedication to exceed customer satisfaction must be exhibited at all
times.
Must be friendly and positive on its interactions with customers,
and patient enough to handle escalated issues without taking them
personal.
Regular and predictable attendance is an essential function of this
position
TAGS
ABOUT THE ORGANIZATION ABOUT REAL TIME TECHNOLOGIES, INC.
Company History
RT - started in 2001 as a proprietary Point of Sale solution for a
national wireless retailer who sold all U.S. National Carriers.
This national multi-carrier retailer faced unique challenges
managing all the different business rules and commissions
reconciliation of the carriers they did business with. Real-Time
Technologies, Inc. was able to customize a solution that would
later set the stage for our flagship POS product.
RT - solutions are now used in over 8,000 wireless retailer
locations nationwide where an estimated 23M devices were activated
and $9B of commerce was done in 2018.
As a solution provider, our partners, teammates, and the customers
whose experience is ultimately impacted by what we do, depend on
our technology and processes to drive agility and innovation
forward. Our key stakeholders are not only the strongest developers
in the business, but they understand the unique challenges our
partner organizations confront every day. That customized approach
drives the difference in our technology across all layers of our
solutions.
PI208090435
Keywords: Real Time Technologies Inc, Miami , Bi lingual Customer Service Rep, Sales , Miami, Florida
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