Senior Customer Support Specialist providing exceptional customer support and processing analysis for clients in Guatemala. Assist with high escalations and create outstanding user experiences.
About the role
- Customer Service Representative ensuring satisfaction for customers in a bilingual environment. Handling communications and addressing concerns while collaborating with the sales and management teams.
Responsibilities
- Establish open communication with customers and field teams to ensure any changes or impacts on customer expectations are communicated
- Handle incoming calls related to customer needs and expectations
- Take ownership of concerns and resolve them within Key Performance Indicators (KPIs)
- Serve as the main point of contact for the Sales team regarding all matters related to the order and distribution process
- Process orders accurately and promptly
- Promote and expand company products through cross-selling and up-selling techniques
- Support other areas of the business as needed
- Communicate frequently with management to provide updates on account progress
- Recommend and implement improvements to existing processes
- Maintain open lines of communication with Account Managers
Requirements
- Fluency in English and French, with exceptional written and verbal communication skills
- High school diploma or equivalent; technical or higher education preferred
- More than 5 years of relevant experience in Customer Service and/or Account Management is desirable
- Digital literacy (SAP, Salesforce, Microsoft Office, Gmail, and Google documents)
- Ability to arrive on time and complete full shifts
- High-speed internet access for occasional work-from-home days
- Availability to work on local holidays to support North American operations
Benefits
- Competitive compensation
- Comprehensive benefits, including medical, dental and vision insurance
- 401(k) plan
- Numerous opportunities for professional growth and development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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