Bilingual Account Representative - Latin America

Acer Schweiz•Temple, TX

2d•Hybrid

About The Position

The Account Representative is an administrative position that interfaces with internal and external customers on service-related issues. The representative works with various service-related reports to ensure required activities are fulfilled and resolved in a timely manner. This position is responsible for dealing with Latin America repair centers, retailers, wholesalers, and end users by providing them with personalized service and assisting them with escalated issues, credits, etc. The Account Representative will be responsible for Latin American after-sales service, requiring bilingual fluency in English/Spanish, both written and verbal.

Requirements

Excellent communication skills including active listening.
Must possess excellent written and oral communication skills in English and Spanish.
Service-oriented and able to resolve customer grievances.
Must have excellent interpersonal skills.
The ability to work in a collaborative team environment is expected.
Proficient computer skills with the ability to learn new software.
Basic financial knowledge such as processing adjustment sheets and reviewing account statements.
Knowledge in Microsoft Office: Word, Excel, PowerPoint, Outlook
Self-motivated with ability to multi-task.
Have a good understanding of company policies and procedures.
Demonstrated ability to remain composed and professional in high-pressure situations while consistently showing empathy and understanding toward customers.
Proven track record of meeting project deadlines and following through on commitments with accuracy and efficiency.
Regular attendance and punctuality are required.
Must comply with customer data confidentiality and business security measures and regulations.
A 100% wired Ethernet connection is mandatory for remote work to ensure consistent and high-quality connectivity.
High School graduate with at least 1year of administrative related work and customer service experience (corporate and one to one).
Ability to maintain a 96% (rolling 13-week) attendance average.

Responsibilities

Interact with customers via email, online chat, telephone or in person to provide support and information on products or services.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Responsible for managing a variety of reports to ensure accurate tracking and performance monitoring.
Interact effectively with repair centers, retailers, wholesalers, and end users to provide seamless customer support and resolve issues.
Support retail customers by contacting them on a regular basis to provide them with information regarding their service orders, credits requests, etc.
Analyze petitions and complaints of customers and retailers / distributors and generate a formal written response of the company for legal procedures based on Acer’s Warranty Policy and local customer’s law.
Act as overall coordinator with other departments.
Focal point for issues escalation for wholesalers and retailers.
Collects, follows up and enters orders for new or additional products or services.
Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
Ensure that appropriate actions are taken to resolve customers’ problems and concerns.
Actively participates in decision making process for the establishment of external suppliers.
Maintain and update databases with precision to support operational efficiency and data integrity.
Oversee customer mailings, ensuring timely communication and delivery of information to clients.
Receive and answers service inquiries via e-mail specifically warranty validation requests.
Reads and evaluates service repair reports and approves them based on given guidelines.
Performs other related duties as assigned.