Guadalajara - Bilingual Agent

Responsible for handling customer interactions via a call (inbound or outbound), chat, email, etc. in accordance to client’s guidelines to resolve customer’s need.

Scope client line of business assigned.

Assist on maintaining Global Security Policies by informing any inappropriate activity

Manage customer’s interactions in accordance to client’s guidelines

Follow coaching provided by support personnel

Manage customer’s interaction to accomplish objective in conjunction with the performance assessment plan.

Reach key performance indicators established by the client

Read, understand and validate client weekly updates

Read and acknowledge all the CCMS communications

Technical Skills

Basic computer skills

Basic usage of MS Office standard tools (Outlook, Excel, Word and Power point)

Skills according line of business defined in client’s SOW

Languages required by client

Competencies and Specific Skills

Adaptability

Customer Orientation

Teamwork

Communication

Initiative Customer

Learning Abilities

Energy

Analytical Thinking

Productivity