We are is seeking a compassionate and detail-oriented Bilingual Customer Service Associate to provide part-time, phone-based customer support to our clients. This role requires excellent phone etiquette, empathy, and the ability to manage complex inquiries in both English and Spanish. As a Customer Service Associate, you will guide customers through our platform, and maintain professionalism even when handling escalated situations.
Job Responsibilities
- Phone Support: Provide courteous and empathetic phone support to customers who will be transportation professionals, guiding them through the tax filing process. Assist with customer inquiries, troubleshoot issues.
- Documentation: Accurately record detailed notes, comments, and resolutions for each customer interaction in our ticketing system (Zoho).
- System Proficiency: Work within multiple systems, including Slack, Gmail, RingCentral, our customized CRM, our website, and Zoho ticketing to provide streamlined support.
- Escalation Handling: Manage escalations and maintain professionalism, especially when handling frustrated customers, ensuring concerns are addressed with patience and care.
- Flexibility & Adaptability: Work flexible shifts (3-5 hours per shift)
Required Skills & Qualifications
- Experience: Previous experience in customer service and phone support, ideally with sales experience. Familiarity with technical support or troubleshooting is preferred.
- Language Skills: Bilingual in Spanish and English (verbal and written) is required.
- Phone Etiquette: Strong phone courtesy, empathetic approach, and ability to manage escalations professionally.
- Technical Aptitude: Comfortable learning and working within multiple systems and software platforms.
- Attention to Detail: Strong documentation and note-taking skills, with an eye for details.
- Customer Focus: A compassionate, customer-first attitude with the ability to remain calm under pressure.
Recent Comments