Customer Service Representative-English/Bilingual - Onsite

Teleperformance•Brownsville, TX

22d•Onsite

About The Position

This position will be located on-site in Brownsville, Texas. As a Customer Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment. TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Requirements

Must be 18 years of age or older.
1+ year related customer service-related experience.
Availability to work a flexible schedule, including evenings, weekends, and holidays.
High School Diploma or equivalent.
Ability to type at least 25 words per minute.
Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
Communication: Outstanding communication, listening, and analytical skills.
Organizational Skills: Strong organizational and problem-solving skills.
Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Nice To Haves

Preferred credit card customer service experience.
Customer service and/or sales experience preferred.
College degree preferred but not required.
2+ years of solid working knowledge of all Customer Service functions within a contact center.
Demonstrated ability to understand and can clearly explain complex concepts in a customer centric manner.
Ability to de-escalate customer issues and provide best in class service.

Responsibilities

Deliver exceptional service to our high value customers by providing best-in-class service and solutions to grow customer relationships within set standards via phone and chat channels.
Provide accurate information and assistance to customers regarding their credit card accounts, products, and services.
Identify and resolve customer issues efficiently while adhering to company policies and procedures.
Educate customers on the features and benefits of the credit card and savings products and services.
Proactively identify opportunities to enhance the customer experience and promote customer loyalty.
Maintain accurate records of customer interactions and transactions in the company's systems.
Meet or exceed established goals for all performance metrics, including call/chat quality, productivity, and schedule adherence to provide an exceptional level of service to customers.
Provide first call/chat resolution while following strict procedures that meet regulatory and compliance guidelines.