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Bilingual Customer Service Representative III (Wireless)
Bilingual Customer Service Representative III (Wireless) (2006-08-16)
Call Center Company:
Total Call International
Description:
Total Call International is looking for individuals who are qualified for the position of Bilingual Customer Service Representative III (Wireless).
Successfuly applicants for Bilingual Customer Service Representative III (Wireless) will have a great career in Total Call International.
The Customer Service Representative III (CSR III) is responsible for handling all inbound customer service inquiries for Total Call International’s Wireless Services. The objective of this position is to provide high quality service delivery along with accurate and professional responses to customer inquires. The customer’s inquiries can include, but limited to the proper use of the wireless phones, rate disputes, technical issues and other service problems.
Job Duties
Determine needs and effectively communicate benefits of products, services, features, rate plans and special promotions to each customer
Job Duties:
- Up sell and cross sell wireless plans, features, phones, packages, etc.
- Answer and handle a predetermined number of inbound customer service calls per shift
- Log into assigned work groups
- Handle the customers’ calls efficiently and professionally at all times
- Maintain customer service levels defined by Total Call International
- Prepare and submit complete, accurate and timely documentation to ensure efficient processing of customer transactions
- Service all customers and accounts regarding billing issues, equipment upgrades, technical difficulties, and general information
- Open Tech Tickets for the Information Technology department
- Report any recurring technical problems to the technical department and management to ensure that issues are resolved within a timely manner
- Maintain and provide excellent customer service to customers at all times
- Take the necessary steps to complete customer’s order by checking and resolving any issues
- Ensure that the information to the customer is complete and accurate
- Document customer information in the computer system, as appropriate
- Other duties as assigned
Qualifications:
- Previous wireless telecommunications experience required
- Two plus years of customer service experience required
- Call center experience required
- Proven record of up sell and cross sell of wireless plans, features, packages, etc.
- Excellent follow-up skills required
- Detail oriented
- Technical aptitude to work with customers over the phone to configure and troubleshoot wireless devices
- Flexibility work with process changes
- Wireless shipping and receiving experience is a plus
- High School Diploma or equivalent required
- Excellent computer knowledge required (i.e.: Windows, Excel, Internet, etc.)
- Excellent verbal and written skills are required
- Must be flexible and work assigned shifts
- Bilingual skills (Korean, Japanese, Vietnames or Chinese) a must
If you feel you meet the above qualifications and would like to apply, email a current resume and salary requirements to jobs@totalcallusa.com
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