Bilingual Customer Service Representative JAIDC

The Bilingual Contact Center Representative for the client’s program will be responsible for providing friendly and efficient support to small store owners who use the client’s mobile application. This role is crucial in assisting our partners with their app-related questions, helping them place orders, and ensuring a positive experience that contributes to their business success and our continued partnership.

• Handle inbound calls, chats, and emails from app users, addressing common inquiries about app navigation, order status, and general program information
• Provide clear and polite assistance, guiding users through simple app functionalities and troubleshooting basic issues
• Maintain a positive and helpful demeanor in all interactions, and conduct outbound calls to follow up on support tickets and ensure customer satisfaction
• Help store owners with basic questions about placing orders through the app and assist users in understanding current promotions and how to access them
• Participate in training sessions to gain in-depth knowledge of the app's features, products, and customer service best practices
• Seek guidance from team leads and senior colleagues to improve your problem-solving and communication skills, while continuously learning about the needs of small business owners to provide tailored support
• Accurately and completely document details of all customer interactions and inquiries in the CRM system

• High School Diploma or GED Equivalent
• At least 2 years of experience relating to the job description

• Exceptional Spanish language proficiency, both spoken and written
• Prior experience in a B2B customer service or sales support role
• Demonstrated ability to manage and process orders accurately
• Strong capacity for handling customer inquiries with a positive attitude
• Familiarity with CRM software and order entry systems