Surgo (PTY) Ltd is a globally recognised, award-winning, Business Process Outsourcer (BPO), specialising in all your business needs. We are recruiting for experienced Spanish (Hespanic) Speaking Customer Service Support Agents to join our remote work from home team.
Job Purpose:
The key objective of the role is to identify and understand customer needs, delivering a first-class customer service while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general inquiries, via phone, chat and email.
Requirements: Grade 12Well versed in both Spanish (Hespanic) and English (Read, Write, Speak)Proficient in MS Office Suite applicationsClear Criminal RecordAbility to work from home remotelyKey responsibilities may include but are not limited to: Answer incoming calls and promptly address customer inquiries.Provide customers with comprehensive product and service information.Utilise our in-house operating system to identify, investigate, and resolve customer issues.Maintain detailed call logs and generate reports as needed.Assist frustrated customers and escalate issues to senior agents or team leaders when necessary.Consistently uphold personal productivity standards while ensuring adherence to quality benchmarks.Perform daily administrative tasks and accurately input essential data into various CRM systems.Demonstrate strict adherence to Company policies and practices.Review and take action on assigned cases.Monitor Average Handling Time to meet established standards.Adhere to assigned work schedules, occupancy targets, and workflow monitoring.Ensure compliance with Service Level Agreements (SLAs) by completing cases within agreed-upon timeframes.Uphold customer service quality standards and align with established business processes.Maintain full compliance with applicable business processes, legal requirements, and standard operating procedures.Critical Skills/Competencies: Strong communication skills, both verbal and written, across all organisational levels.Proven track record in driving solutions.Exceptional problem-solving abilities with a keen eye for accuracy.Self-motivated, proactive, and capable of working autonomously.Confidence in navigating dynamic work environments.Adaptability and agility in approach.Demonstrates resilience and a growth mindset.Proficient in adapting to evolving situations (adaptive thinking).Adept at collaborating effectively within a team.Skilled in prioritising tasks and managing workloads efficiently (excellent organisational skills).Salary and working hours: Market related, based on the level of experienceShift Allowance24/7 Rotational ShiftsTo apply for the position, please apply directly via this job board, quoting reference number 202431 in the subject heading or email body.
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