Call Center Senior Representative (bi-lingual Spanish)

Req ID: 292517 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Call Center Senior Representative (bi-lingual Spanish) to join our team in CHICAGO, Illinois (US-IL), United States (US).

 

Responsibilities:

• Respond to and service customer calls via an inbound ACD system or emails via an email routing client.
• Educate and inform customers on account related billing questions, concerns and requests 
• Provide proper resolution that fully meets all Policies, Procedures and Protocols
• Research and analyze inquiries taking appropriate action in resolving their billing situation. 
• Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism.
• Serve as the first point of contact for customers seeking assistance over the phone or email
• Perform troubleshooting techniques
• Perform application navigational guidance
• Identify and determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on first level business requirements
• Record events and problems and their resolution 
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Basic Qualifications:
High school diploma or equivalent required

Minimum 1 year experience of call center/customer service experience 

Must be bi-lingual in Spanish & English

In addition to the work requirements, candidates must meet the following requirements while assigned to work in a remote capacity: 

Workspace
•    One that has minimal to no distractions, that is quiet and that would not hinder the servicing of customers via calls or email
Desktop/Laptops
•    Operating system must be Microsoft Windows 7 or higher (Chromebooks, ChromeOS, Linux and MacOS are not compatible with our systems)
•    4 GB of RAM
•    Storage Space: 60 GB of hard drive storage or higher. Solid State Drive preferred.
•    Mouse and Keyboard
•    Intel Core processor i3 and higher or AMD FX 6xxx and higher (or equivalent) preferred
•    Headset (USB corded headset preferred)
•    Unit must contain Anti-Virus Protection (Norton, McAfee, Kaspersky, Avast, etc.). Note that Windows 10 comes with built-in anti-virus software (Windows Defender).
Internet
•    Cable or DSL internet required (minimum speeds of up to 25 Mbps).
•    Internet Explorer 11
•    Ethernet cat 5e connection or higher strongly preferred
•    IOS, MacOS, ChromeOS and Linux are not compatible with our phone software.
•    Internet connectivity should be at least 25 mbps using DSL/Cable or Fiber
•    WiFi is strongly discouraged. A wired connection has proven to be much more reliable plus with WiFi we cannot determine strengths of bandwidth between the user and the