Call Center Representative - Critical Safety Agent; Bilingual - Spanish

Position: Call Center Representative - Critical Safety Agent (Bilingual - Spanish)
.The People First culture at Task Us has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at Task Us understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

As a Critical Safety Agent, you will be instrumental in assisting drivers and riders who have lost items or are experiencing a safety issue. We are dedicated to ensuring the well-being of both our drivers and riders by embedding safety measures into every aspect of our platform. While we strive for seamless experiences, we understand that unexpected incidents may occur, so we rely on our specialized safety agents to provide support and empathy during challenging situations.

Job Responsibilities:

* Empathetic Support:
Provide authentic assistance to customers, actively listening and addressing their concerns.
* Efficient Problem Resolution:
Quickly gather and document details, use resources to resolve issues, and escalate when necessary.
* Clear Communication:
Set expectations, provide accurate information, and maintain professionalism in all interactions.
* Follow-up:
Ensure timely follow-up with customers, keeping them informed of their case status.
* Ownership and Accountability:
Take personal responsibility for each interaction and its outcome, ensuring customer satisfaction.
* Professionalism:
Represent the brand positively, adhering to company policies and ethical standards.

* Collaboration:

Work effectively both independently and with teams to resolve issues and improve processes.
* Data Accuracy:
Document interactions and case details accurately, maintaining confidentiality.
* Continuous Improvement:
Stay updated on policies, participate in training, and suggest process improvements.
* Compliance:
Adhere to all relevant laws, regulations, and company protocols.

Basic Qualifications:

* High School Diploma or GED.
* Typing speed of 25+ words per minute.
* Excellent verbal and written communication skills.
* Successful completion of standardized hiring assessments.
* Willingness to work flexible hours as needed to support operational requirements.
* Must be bilingual in spanish and english at a B2 level

Preferred Qualifications:

* 24+ months of direct customer-facing experience in industries such as hospitality or contact centers, demonstrating a strong ability to establish rapport with individuals.
* 6+ months of experience in an emergency response role (e.g., first responder, military, medical, 911 dispatch), showcasing the ability to remain composed and think critically in high-pressure situations.
* Exceptional attention to detail, organizational skills, and follow-up capabilities, ensuring thorough and efficient resolution of issues.
* Willingness to learn and curious mindset
* Tenacity to consistently prioritize doing what is right, even in challenging circumstances.
* Ability to work both independently and collaboratively, demonstrating flexibility and adaptability in various scenarios.

Task Us devotes considerable resources to the wellbeing of its employees.

Being a Critical Safety Agent means participating in Wellness sessions and other resiliency programs:
* All CSA employees will have access to counseling or coaching sessions to ensure awareness of wellness resources and to ensure job adjustment.
* All CSA employees will attend skills based resiliency trainings.

Creating a Culture of Awareness and Prevention:

Task Us believes in being transparent with our new employees about their job duties and the possible impact.  Some of your work may include interacting with riders and drivers who are in distress, agitated or in danger.  Examples of these types of situations may include, but are not limited to:
* Pick up or drop off spot was not at the correct location or was in a place that made the rider…