Spanish speaking Customer Service Specialist – Cape Town

hey
Black Pen Recruitment
  • Post Date: January 29, 2019
  • Apply Before: March 28, 2019
Job Overview

Our client is currently looking for a Spanish speaking Customer Service Specialist to join their dynamic team! This is a part-time position, working hours are monday to friday 5pm to 9pm.

Job Summary

  • Determines customer requirements by answering incoming calls and emails from customers/3rd party clients
  • Answer enquiries by clarifying desired information; researching, locating, and providing information to customer using relevant CRM tools at your disposal pertaining to products and services
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; escalating unresolved problems to the correct channels.
  • Upskills on knowledge by participating in training and development opportunities.

Duties and Responsibilities

  • Ensure that all client and internal emails are responded to and where necessary escalated & followed up with relevant 3rd parties within DD SLA (internal & external);
  • Receive clients & internal teams in a professional manner both via email and telephonically
  • Follow communication “scripts” when handling different customer request via telephone and email correspondence.
  • Be second level support for all call centre consultants for irate customers telephonically
  • Problem solve all client queries appropriately with relative solutions and escalate where necessary;
  • Ensure that any urgent matters are brought to the attention of Team Management promptly such as e.g.: IVR /RT errors
  • To be able to assist with non-direct call centre related matters e.g.: translations/IVR recordings RT script amendments
  • Manage refunds as per regional requirement’s and as per refund policy and procedures indicated.
  • Mobile terminating (MT) and Mobile originating (MO) billing extractions using the dedicated CRM tools
  • Refund documentation and procedures followed inclusive of the dates refunds were issued as per finance teams and following up with finance teams if deadlines not adhered too.
  • Proof of subscription request and legal cases and documentation on the process

Requirements

  • Fluency in Spanish and English
  • Computer literacy (basic office suite)
  • Preferably existing work permit for South Africa

Job Type: Permanent, part-time

Salary: 10k-15k depending on experience

Please send your updated CV to foreignlanguagejobs@blackpenrecruitment.com

We’re looking forward to hearing from you!

Job Detail
  • Required languageSpanish