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CTG · 1 day ago

Bilingual Call Center Representative

Orlando, FL

Full-time

Onsite

Entry Level

1+ years exp

CTG is seeking a Bilingual Call Center Representative who will report to the Call Center Supervisor. The role involves providing effective and efficient service to customers, handling inquiries, and resolving complaints while maintaining high quality standards.

ConsultingInformation TechnologySoftware

Hiring Manager

Jamie Robinson

Responsibilities

Provide exceptional customer service, including verbal, nonverbal, and written communication, as outlined within the agreed quality standards

Understand customers’ needs and determine the appropriate course of action in line with agreed Standard Operating Procedures (SOPs) and policies

Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries

Processes/administers existing accounts (adding a vehicle or change of address)

May contact customers to respond to inquiries or to notify them of investigation results/updates

Escalate unresolved customer grievances to a designated team member or department for further investigation

Determine charges for services requested and transfer them to the appropriate department, if applicable

Provide customer services via telephone or person to provide information about products, services, order status, or grievances

Contribute to overall department targets by achieving Key Performance Indicators (KPIs)

May perform other duties as assigned

Process payments over the phone

Set recurring payments (e.g. direct debit) over the phone

Review vehicle passage images to identify and classify accurately

Process Penalty Charge Notices, Appeals, and Representations as part of the Enforcement services

Qualification

Fluency in EnglishFluency in SpanishCustomer service experienceMicrosoft OfficeCommunication skills

Required

Fluency in both English and Spanish is required

1 year of customer service is required

Proficiency in computers, including Microsoft Office

Company

CTG

Glassdoor3.8

CTG, a Cegeka company, is at the forefront of digital transformation, offering innovative IT solutions and services that accelerate your strategy and project momentum.

Founded in 1966

Buffalo, New York, USA

5001-10000 employees