Bilingual Customer Service Representative Job Description template and pdf with duties [2024]

Job summary 1

The Bilingual Customer Service Representative ensures the satisfaction of our customers by providing the highest quality of service to each customer. Their aim is to provide excellent customer service and to promote this idea throughout the company. The Bilingual Customer Service Representative interacts with customers to provide information in response to inquiries about products and services, and resolves issues that arise in the day-to-day operations. The representative must comply with the customer service role as the “advocate” of our customers at all times within the scope of company policies and procedures.

Duties & Responsibilities 1

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Requirements & Skills 1

Job summary 2

The Bilingual Customer Service Representative is responsible to provide exceptional customer service for customers through the timely and accurate entering and reviewing of orders and responding to and resolving customer related issues.

Duties & Responsibilities 2

Provide exceptional customer service by accurately taking, expediting, and following up on customer orders, returns, credit memos, and debit memos.
Communicate with customers, sales force, and other departments on orders status to research, problem solve, analyze, and resolve complex customer issues
Prioritize work in order of importance and manage deadlines to meet the needs of the customer
- Consult and keep management apprised on significant account developments or activities
- Understand and interpret customer needs and wants. May regularly experience demanding customers
- Process and accurately maintain customer specific pricing information

Requirements & Skills 2

Job summary 3

As a Bilingual Customer Service Representative, you’ll work within either our customer call center to provide outstanding customer service by responding to inbound calls. Or you will be the first phone contact with our customer when a loss occurs.

Duties & Responsibilities 3

Requirements & Skills 3

High School degree or equivalent work experience
Call center experience or a customer service background preferred
High level of accuracy with data entry
Capable of communicating difficult news
Flexibility to work during call center hours, must be available to work until 9 pm during weekdays and have availability to work on Saturdays and Sundays on a rotational basis.
- Ability to multi-task, prioritize, communicate effectively, and remain organized
- Good working knowledge of PC based computers and be familiar with Microsoft Office
- Underwriting and Rating knowledge beneficial

Job summary 4

Our Bilingual Customer Service Representative responds to a variety of incoming customer telephone calls related to servicing of mortgage loans in a call center environment. Communicates responses, at times complex and difficult, to customers in a clear and professional manner to contribute to their satisfaction with the service provided. Takes ownership of each inbound inquiry by bringing to prompt and accurate resolution to exceed customer expectations.

Duties & Responsibilities 4

Answer incoming customer questions regarding mortgage payments, escrow, hazard insurance, taxes and mortgage website.
Navigate multiple systems to retrieve account information required to formulate complete and accurate responses that address customer inquiries related to the servicing of their mortgage loans.
Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate or escalate to management as appropriate to meet customer needs.
Cross-sell Bank products and services to incoming customer service callers to meet their needs and expand their overall relationship with Bank.
Leverage the escalation process appropriately to address customers that require further assistance.
Identify opportunities to suggest alternative Bank products or services to customers that better suit their needs to contribute to customer retention.
- Complete special assignments, projects and new hire coaching, as requested.
- Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
- Complete other related duties as assigned.

Requirements & Skills 4

High school diploma or equivalent (GED) and a minimum of 6 months' experience in customer service, sales and/or related experience
Good communication skills
Strong telephone skills
Good organizational skills
Good time management skills
- Basic familiarity with personal computers (PC)
- Proven problem-solving skills
- Knowledge of the customer service concept and importance in developing and expanding relationships

Job summary 5

We are anticipating more growth and positions in the New Year for Bilingual Customer Service Representatives. This Bilingual Customer Service Representative position can work remotely from home.

Duties & Responsibilities 5

Handle telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to the following: prepare for incoming calls; speak clearly and properly; listen when taking incoming calls; be sensitive to the needs and moods of callers; deal with irate callers; screen calls effectively; give accurate information; transfer calls appropriately; take complete and accurate messages; conclude a call courteously; handle high volume calls expertly.
- Ensure the timely process through which call center problems are controlled and resolved.
- Identify the issue or problem of the inquiry and perform follow-up research to resolve any issues.
- Ensure that confidential information and documentation is secured in compliance with the customer and organization's policies and procedures.

Requirements & Skills 5

High School Diploma/GED (Some college work desirable)
2-3 years work experience to include Customer Service Call Center or Retail Customer Service and Administrative work experience
Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook)
Proficiency in Spanish is a plus
- Strong communication skills oral and written with effective research, organizational and time management skills
- Good problem solving skills with the ability to multi-task and meet strict deadlines.
- US Citizenship is required and the ability to obtain a public trust security clearance

Job summary 6

We are looking for dedicated, caring Bilingual Customer Service Representative who would like to work from home. The Bilingual Customer Service Representative will assist our clients (agencies and customers) with questions and changes to their insurance policy. They will also review all policy information to determine if the risk meets the company's underwriting guidelines and processes.

Duties & Responsibilities 6

Answer a high volume of calls from brokers and insureds
Review policy details and billing history
Take payments while reviewing and processing change requests via phone, fax, or online.

Requirements & Skills 6

6 months of professional customer service experience
Bilingual in Spanish and English required
- Previous insurance carrier, agency or call center experience a plus
- Excellent written and communication skills
- Proficient in MS Office - Word, Excel and Outlook

Job summary 7

We're looking for a passionate and highly-motivated Bilingual Customer Service Representative. The primary responsibility of this role is to support the Customer Service department's objective to take ownership of inbound communication (primarily telephone with some e-mail and written correspondence) from customer, dealers, financial institutions, etc.; evaluating the caller's requests, needs and concerns, and providing customer-oriented solution within established guidelines to build customer satisfaction and loyalty to Brand. Reporting to the Customer Service Manager, the person in this role will support the Customer Service department's objective to provide an exceptional customer experience by answering inbound calls and assisting customers to resolve their questions.

Duties & Responsibilities 7

Takes ownership of calls by investigating, researching, and resolving various questions regarding insurance, credit, and payment.
Provides accurate payment related information and processes phone payments and website inquiries in a timely manner.
- Reviews customer history and, where appropriate and based on established policies and procedures, processes retail extensions, due date changes and reasonable lease deferrals, waives late charges and makes payment arrangements.
- Works with other departments to resolve customer account issues.
- Documents all activities in a clear and concise manner utilizing the appropriate systems and in accordance with established procedures. Initiates appropriate forms to fulfill customer requests.

Requirements & Skills 7

Excellent verbal and written communication and interpersonal skills.
Self-starter who is team oriented and results driven.
- Capability to work flexible work hours, which may include day, evening and weekend shifts.
- PC keyboarding and navigation skills between various programs and systems are required.
- Previous experience in a customer facing role, sales, or call center environment helpful.

Job summary 8

We're looking for Bilingual Customer Service Representative for our role as a Business Development Representative. Our highly successful Sales Business Development Center is the “central hub"" for customer service within the Sales Department.

Duties & Responsibilities 8

Requirements & Skills 8

Call center experience is not necessary but is a plus.
Must have Strong Computer Skills, Specifically Office Suite of Programs.
Possess a great attitude along with a pleasant & engaging phone persona
Must be teamwork oriented
Possess good grammar skills (both verbal and typed) and have a clear, pleasant speaking voice.
Ability to follow call scripts and department processes.
- Ability to multi-task and keep up in a fast paced, detailed and structured environment.
- Must be able to meet daily production goals and expectations.
- Must be able to commit to a Full Time Schedule at 40 hours per week.

Job summary 9

The Bilingual Customer Service Representative is responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries. Responsible for maintaining adequate records/documentation for audit and internal control purposes. Routing mail, email, and other administrative support duties as assigned. Responsible for learning Program Rules of assigned projects to ensure ability to respond to Customer Service inquiries.

Duties & Responsibilities 9

The requirements listed below are ranked in order of importance and are representative of the knowledge, skill, and/or abilities required to do the job successfully.
Respond to inbound call inquiries related to consumer budgets, service authorization, program guidelines, withholding and tax forms, program enrollment, workers compensation requirements, invoice and timesheet processing status, and family friendly report, within standard PPL performance metrics.
Initiate outbound calls to respond to inquiries and to follow-up with previous contacts.
Meet quality assurance standards as applicable to program.
Enter and monitor support ticket information into PPL Portal Respond to assigned support tickets in Portal, and coordinate activities with other project staff.
Perform administrative functions e.g.: pended timesheet reporting, mail distribution, document verification, document management, timesheet verification.
- Communicate with staff on regular basis, providing direction to support tickets containing updated information on how to respond to customer questions.
- Enter manual timesheet and agency invoice information into automated financial management system as assigned.
- Identify documentation issues and report to supervisor.

Requirements & Skills 9

Related experience and/or training in customer service.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
General knowledge of PC navigation and commands (I.e. copy, paste, highlight functions)
Proficient writing skills, including ability to compose reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
- Ability to manage time effectively in a fast paced environment.
- Knowledge of MS Windows, Excel and Word preferred

Job summary 10

We are seeking a Bilingual Customer Service Representative to join our team. This position will work with physician offices, hospital laboratories, patients and internal customers to ensure that all client needs are addressed accurately and efficiently. The Bilingual Customer Service Representative will provide product education and handle a wide variety of questions while ensuring a world-class customer experience. The ideal candidate will be passionate about Customer Service and motivated to work with a customer centric team in an innovative company.

Duties & Responsibilities 10

Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
Speak with customers in a courteous, friendly, and professional manner using protocol procedures
Inquire, clarify, and confirm customer requirements and understanding of the solution
Provide additional customer education and information as needed
Work in multiple databases to research complex issues and questions
Notify clients of test results in a timely and accurate manner
- Review test forms for accuracy and report any discrepancies
- Participate in activities designed to improve customer satisfaction and business performance
- Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance

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