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Customer Support Agent- Spanish Speaker

4 meses atrás

Brasil, BR Small World Financial Services Tempo inteiro

Aquí en SmallWorld Financial Services, sabemos lo importante que es poder apoyar a amigos y familiares desde el extranjero. En pocas palabras, creemos que cuanto más personas podamos ayudar a transferir dinero a familiares, amigos y negocios en el extranjero, más pequeño se vuelve el mundo.

Nuestros empleados son tan diversos como nuestra base de clientes y valoramos el intercambio de habilidades y culturas que conlleva una empresa verdaderamente internacional presente en varios países.

SmallWorld es una de las mayores empresas de transferencia de dinero del mundo. Tenemos una red de más de 360,000 puntos de recogida y un equipo global de más de 1000 personas que son responsables de más de 15 millones de transacciones en todo el mundo cada año.

¿Te apasiona trabajar para una empresa global que celebra las diferencias? ¿Quieres capacitar a las personas y familias para que se apoyen mutuamente sin importar la distancia?

Entonces únete a nosotros Hagamos que este gran mundo sea un SmallWorld.



Un Ejecutivo de Soporte al Cliente actúa como un enlace, proporcionando información sobre productos y servicios, respondiendo preguntas y resolviendo cualquier problema que puedan enfrentar nuestros agentes en nuestra red global con precisión y eficiencia. Los mejores Ejecutivos de Soporte al Cliente realmente esperan ayudar a los clientes y agentes. Son pacientes, empáticos y apasionados por la comunicación. Les encanta hablar y conocen la importancia de tener buenas habilidades de comunicación. Los Ejecutivos de Soporte al Cliente pueden ponerse en los zapatos de sus clientes y defenderlos cuando sea necesario. La resolución de problemas también es natural para estos agentes de soporte al cliente. Tienen confianza en solucionar problemas e identificar cuando no tienen suficiente información para responder preguntas de los clientes o resolver quejas. El objetivo es garantizar excelentes estándares de servicio, responder eficientemente a las consultas de los clientes y lograr una alta satisfacción del cliente. Deben tener excelentes habilidades de comunicación, ya que hablarán directamente con los clientes. También deben tener un conocimiento exhaustivo de los productos, servicios de su empresa y buenas habilidades informáticas para poder responder preguntas de los clientes. También deben tener una actitud agradable para poder calmar a los clientes potencialmente hostiles y deben trabajar en un entorno rápido.


Horario:

Lunes a sábado 44 horas (formato híbrido)


Responsabilidades Generales:

  • Ser el primer punto de contacto para todas las consultas de agentes/clientes
  • Manejar un gran volumen de llamadas telefónicas entrantes
  • Gestionar un gran volumen de tickets y chats
  • Identificar y evaluar las necesidades del cliente para lograr la satisfacción
  • Construir relaciones duraderas y de confianza con agentes/clientes a través de una comunicación abierta e interactiva
  • Proporcionar información precisa, válida y completa utilizando los métodos/herramientas adecuados
  • Lograr los objetivos personales de ventas del equipo de servicio al cliente y las cuotas de manejo de llamadas
  • Manejar quejas de clientes, proporcionando soluciones y alternativas apropiadas dentro de los plazos establecidos; hacer seguimiento para asegurar la resolución
  • Seguir procedimientos, pautas y políticas de comunicación
  • Esforzarse por interactuar con los clientes
  • Mantener siempre una actitud positiva, empática y profesional hacia los clientes.
  • Responder rápidamente a las consultas y mantener buenas relaciones con nuestros agentes/clientes
  • Evaluar y resolver consultas, solicitudes y quejas a través de todos los canales entrantes. Ej., Correo electrónico, WhatsApp, Freshdesk, Hangouts, Ms Teams, etc.
  • Dominar las reglas de MLRO para prevenir el lavado de dinero, aplicar todas las reglas y regulaciones de cumplimiento y prevención del lavado de dinero en cada territorio en el que operan
  • Debe ejercer un juicio sólido y tomar decisiones para cada servicio solicitado por agentes/clientes dentro de los procedimientos establecidos
  • Proporcionar a todos los agentes información completa sobre nuestros servicios y políticas y procedimientos de Small World.
  • Mantener bases de datos electrónicas de cartas, correos electrónicos y formularios recibidos de agentes/clientes. Completar encuestas y tareas según lo solicitado por el supervisor
  • Completar tareas administrativas generales, por ejemplo, enviar correos electrónicos