Multilingual Client Solutions Expert

2 semanas atrás

Curitiba, Paraná, Brasil beBeeCustomerSupport Tempo inteiro US$36.000 - US$45.600
Job Opportunity

The role of the Bilingual Support Specialist involves providing technical assistance and resolving client issues promptly to meet performance standards.

Key Responsibilities:
  • Support processes by managing transactions according to quality requirements.
  • Document user identification information, including name, department, contact details, and problem nature.
  • Update availability in internal systems for productivity optimization.
  • Record, track, and document all queries received, problem-solving steps taken, and successful/unsuccessful resolutions.
  • Follow standard procedures to resolve client inquiries.
  • Resolve client queries according to service level agreements defined in contracts.
  • Access and maintain knowledge bases, resources, and frequently asked questions to aid in effective problem resolution.
  • Identify and learn product details for better client interaction and troubleshooting.
  • Document and analyze call logs to identify recurring trends for future problem prevention.
  • Maintain and update self-help documents for customers to enhance resolution efficiency.
  • Escalate serious client issues to team leaders when timely resolution is not possible.
  • Avoid legal challenges by adhering to contractual obligations.
Deliver Exceptional Customer Service:
  • Provide product support and resolution to clients through question diagnosis and step-by-step guidance.
  • Assist clients in navigating product menus and facilitating understanding of features.
  • Troubleshoot client queries in a courteous, professional, and user-friendly manner.
  • Maintain logs and records of customer queries according to standard procedures.
  • Offer alternative solutions to clients (when applicable) with the goal of retaining business.
  • Organize ideas and effectively communicate oral messages suitable for listeners and situations.
  • Follow up with scheduled callback appointments to record feedback and ensure contract compliance.
Enhance Capabilities:
  • Engage in ongoing product training to stay current with feature updates.
  • Participate in product-specific training programs as required by clients.
  • Collaborate with team leaders to identify training themes and learning gaps.
  • Stay updated by participating in self-learning opportunities and maintaining professional networks.

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