Bilingual Customer Account Rep

We are looking for a dedicated and enthusiastic Bilingual Customer Account Representative to join our team. In this role, you will be responsible for managing customer accounts, addressing customer inquiries, and providing exceptional service in both English and another specified language. Your ability to communicate effectively in both languages will be crucial to ensuring our customers receive accurate information, timely responses, and high-quality support. This position requires strong problem-solving skills, attention to detail, and a passion for helping others. 

Key Responsibilities

Customer Support: Serve as the main point of contact for customers, providing support via phone, email, and chat in both English and the specified second language. Address customer inquiries, resolve issues, and provide information about products and services.

Account Management: Maintain and update customer account information accurately. Assist customers with account setup, modifications, and troubleshooting issues related to their accounts.

Problem Resolution: Identify, investigate, and resolve customer complaints and issues. Ensure that problems are resolved promptly and efficiently, escalating complex issues to the appropriate department when necessary.

Customer Education: Provide customers with information on company products, services, and promotions. Assist customers in understanding how to use the company’s services and navigate any related systems or platforms.

Documentation: Keep detailed records of customer interactions, transactions, and comments. Document all interactions in the company’s CRM system for future reference and quality control.

Follow-Up: Conduct follow-up communications to ensure customer satisfaction and resolve any outstanding issues. Maintain a proactive approach to customer service by anticipating customer needs.

Team Collaboration: Work closely with other team members to share insights, feedback, and solutions that improve customer service processes. Collaborate on team projects to enhance the overall customer experience.

Performance Metrics: Meet or exceed performance metrics related to customer satisfaction, response time, resolution time, and other key performance indicators (KPIs).

Compliance: Adhere to company policies, procedures, and regulatory requirements while handling customer information and maintaining confidentiality.

Continuous Improvement: Participate in training sessions to stay updated on new products, services, and company policies. Provide feedback to improve customer service practices and tools.

Skills, Knowledge and Expertise

Proficiency in English and another specified language, both written and spoken.

Previous experience in customer service, account management, or a related field.

Strong communication and interpersonal skills.

Ability to multitask, prioritize, and manage time effectively.

Problem-solving abilities and attention to detail.

Familiarity with CRM software and customer support tools.

High school diploma or equivalent; additional education or certifications are a plus.

About OutToday.com

We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.