Infosys BPM
Bilingual Contact Center Specialist (1-3 exp) Bilingual Contact Center Representative (1-2 Exp)
Job Summary: The Bilingual Contact Center Specialist is responsible for providing exceptional support and assistance to small store owners utilizing the client’s mobile application. This role plays a critical part in ensuring seamless user experience, resolving inquiries, and maximizing the effectiveness of the app in facilitating product orders, promotions, and overall business growth for our partners.
Key Responsibilities:
Customer Support & Issue Resolution:
Handle inbound calls, chats, and potentially emails/outbound calls from client’s app users regarding app functionality, order placement, promotion inquiries, loyalty points, and general support.
Diagnose and troubleshoot technical issues related to the app (e.g., login problems, navigation, order submission errors, payment guide).
Provide clear, concise, and step-by-step guidance to users to resolve their issues effectively.
Escalate complex technical or business-related issues to the appropriate internal teams (e.g., IT, sales, logistics) and follow up to ensure timely resolution.
Maintain a high level of professionalism and empathy in all customer interactions.
Conduct outbound calls to follow up on support tickets, provide resolution updates and ensure customer satisfaction.
Order Management & Sales Support:
Assist store owners with placing orders through the app, verifying product availability, and confirming delivery details.
Educate users on current promotions, loyalty programs, and new product launches available via the client app.
Identify opportunities to upsell or cross-sell additional client products based on customer needs and order history, when appropriate.
Program Education & Adoption:
Proactively educate store owners on the benefits and features of the client app to encourage its full utilization.
Provide training and guidance on new app functionalities as they are released.
Gather feedback from users to identify areas for app improvement and report these insights to relevant teams.
Data Accuracy & Reporting:
Accurately document all customer interactions, inquiries, and resolutions within the CRM system.
Ensure the integrity and accuracy of customer data within the client user database and CRM system.
Identify recurring issues and contribute to development of support resources (FAQs, guides, workflows).
Collaboration:
Participate in team meetings and training sessions to stay updated on product knowledge, app enhancements, and company policies.
Qualifications:
~ Education: High school diploma or equivalent required.
~ Experience:
~1-3 years of experience in a fast-paced contact center or customer service environment, preferably in a B2B setting or supporting a digital platform/app.
~ Experience in the consumer goods or retail sector is a plus.
~ Familiarity with sales operations or order management processes is an advantage.
Technical Skills:
Proficiency in using CRM systems for logging interactions and managing customer data.
Strong computer literacy, including Microsoft Office Suite (Excel, Word, Outlook).
Comfortable troubleshooting mobile applications and guiding users through digital interfaces.
Soft Skills:
Excellent verbal and written communication skills in Spanish (native level required) .
Strong active listening and problem-solving abilities.
Patience, empathy, and a customer-centric attitude.
Ability to work independently and as part of a team in a dynamic environment.
Strong organizational skills and attention to detail.
Ability to handle multiple tasks simultaneously and prioritize effectively.
Job Summary: The Bilingual Contact Center Specialist is responsible for providing exceptional support and assistance to small store owners utilizing the client’s mobile application. This role plays a critical part in ensuring seamless user experience, resolving inquiries, and maximizing the effectiveness of the app in facilitating product orders, promotions, and overall business growth for our partners.
Key Responsibilities:
Customer Support & Issue Resolution:
Handle inbound calls, chats, and potentially emails/outbound calls from client’s app users regarding app functionality, order placement, promotion inquiries, loyalty points, and general support.
Diagnose and troubleshoot technical issues related to the app (e.g., login problems, navigation, order submission errors, payment guide).
Provide clear, concise, and step-by-step guidance to users to resolve their issues effectively.
Escalate complex technical or business-related issues to the appropriate internal teams (e.g., IT, sales, logistics) and follow up to ensure timely resolution.
Maintain a high level of professionalism and empathy in all customer interactions.
Conduct outbound calls to follow up on support tickets, provide resolution updates and ensure customer satisfaction.
Order Management & Sales Support:
Assist store owners with placing orders through the app, verifying product availability, and confirming delivery details.
Educate users on current promotions, loyalty programs, and new product launches available via the client app.
Identify opportunities to upsell or cross-sell additional client products based on customer needs and order history, when appropriate.
Program Education & Adoption:
Proactively educate store owners on the benefits and features of the client app to encourage its full utilization.
Provide training and guidance on new app functionalities as they are released.
Gather feedback from users to identify areas for app improvement and report these insights to relevant teams.
Data Accuracy & Reporting:
Accurately document all customer interactions, inquiries, and resolutions within the CRM system.
Ensure the integrity and accuracy of customer data within the client user database and CRM system.
Identify recurring issues and contribute to development of support resources (FAQs, guides, workflows).
Collaboration:
Participate in team meetings and training sessions to stay updated on product knowledge, app enhancements, and company policies.
Qualifications:
~ Education: High school diploma or equivalent required.
~ Experience:
~1-3 years of experience in a fast-paced contact center or customer service environment, preferably in a B2B setting or supporting a digital platform/app.
~ Experience in the consumer goods or retail sector is a plus.
~ Familiarity with sales operations or order management processes is an advantage.
Technical Skills:
Proficiency in using CRM systems for logging interactions and managing customer data.
Strong computer literacy, including Microsoft Office Suite (Excel, Word, Outlook).
Comfortable troubleshooting mobile applications and guiding users through digital interfaces.
Soft Skills:
Excellent verbal and written communication skills in Spanish (native level required) .
Strong active listening and problem-solving abilities.
Patience, empathy, and a customer-centric attitude.
Ability to work independently and as part of a team in a dynamic environment.
Strong organizational skills and attention to detail.
Ability to handle multiple tasks simultaneously and prioritize effectively.