Bilingual Customer Service Representative

Full Time
Remote
From $15 an hour
Posted 30+ days ago
Job description

Now Offering up $1000 Hiring Bonus!

  • Bonuses offered for a limited time only
  • Associates must be employed at the time of the payout
  • Payouts will occur in installments
  • 1st installment after 3 months = $400
  • 2nd installment after 1 year = $600

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service – all backed by TELUS, our multi-billion dollar telecommunications parent. For more information, please visit our website: https://www.telusinternational.com

Position Overview:

The bilingual Customer Service Associate position is responsible for ensuring pleasant and seamless client experiences via inbound calls. This position will provide product and service support to customers in order to ensure accuracy and efficiency with each customer's account. This position requires proficiency in both the Spanish and English language (verbal and written).

Note: This position is fully remote - Work from Home. This position requires candidates to be located in either Alabama, Florida, Georgia, Iowa, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Nebraska, Nevada, North Carolina, North Dakota, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, or West Virginia.

Specific Responsibilities May Include:

  • Act as a liaison, provide product / services information and resolve any emerging problems that customer credit report might face with accuracy and efficiency
  • Manage large amounts of inbound calls from various lines of business consumers by genuinely being excited to help consumers, by being patient, empathetic, and passionately communicative
  • Identify and assess consumers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods / tools
  • Interact with consumers, internal business areas and third-party callers in accordance with company, state, and federal regulatory policies and procedures
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts, and file documents
  • Provide one-call resolutions to customer situations in the attempt to prevent repeat calls
  • Utilize judgment and available resources in order to offer reasonable solutions and alternatives that stay within company guidelines and manage risk exposure
  • Make recommendations for product and process improvements to further develop department and company performance and reduce inefficiencies
  • Participates in a team environment to promote customer satisfaction and consistent service following the customer service model
  • Participates in office events developed to generate revenue, improve consumer awareness of products and support local community activities
  • Take the extra mile to engage consumers

Required Experience, Skills & Competencies

  • Proven customer support experience or experience as a client service representative
  • Previous experience in a Banking and Financial Services Call Centre/Service Centre environment and use of telephony system is preferred
  • Track record of over-achieving the set KPIs
  • Strong phone contact handling skills and active listening
  • Ability to adapt to change in accordance with the business needs of the company
  • Flexibility to shift schedule and work overtime as needed by the business unit
  • Enjoys solving others’ problems; seeks to understand behaviors and expresses empathy
  • Must bring proven ability to maintain confidentiality and secure sensitive information
  • Familiarity with CRM systems and practices
  • Proficiency with Microsoft Office products; specifically, Word and Excel
  • Customer orientation and ability to adapt/respond to different types of lines of business and consumer and partner needs
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • High school degree or equivalent
  • An acceptable credit report in line with our client stipulated guidelines
  • Must be proficient in the Spanish & English language (verbal and written)

Work-From-Home Requirements

  • Dedicated, private home workspace free of distractions and interruptions
  • Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps
  • Understand own network environment at home
  • Ability to troubleshoot own devices & connectivity

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

  • We embrace change and initiate opportunity
  • We have a passion for growth
  • We believe in spirited teamwork
  • We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Job Type: Full-time

Salary: From $15.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Paid training
  • Vision insurance
  • Work from home

Schedule:

  • 8 hour shift
  • Monday to Friday

Language:

  • Spanish (Required)

Work Location: Remote

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