Job Description

JOB DURATION:           6+ months

Bilingual French/ Spanish/ Mandarin & English

DESCRIPTION:

·         Organizing and executing critical day to day functions and priorities.

·         They optimize departmental performance through accuracy, timeliness and communications to best serve our customers.  

·         The Operations Specialist is the face and voice of Client to our customers, building relationships in each interaction.

·         Specialists help our customers maximize the benefits of client solutions to facilitate a global exchange of goods and services in the world’s largest business to business trading community.

·         They use their expertise and collaborate with team members and customers across the globe to provide detailed solutions that exceed expectations.

DUTIES AND RESPONSIBILITIES

·         Provides inbound application and functional support for all relevant client applications, both internally and externally, by way of chat, webform and phone.

·         Resolves 80% of issues without escalation.

·         Respond to customer inquiries in a timely manner and within service level objectives.

·         Successfully documents all requests through the CRM system while adhering to all documented procedures.

·         Provides general assistance to other teams within Global Customer Support and client.

·         Conducts all customer interactions in a manner that presents client in a positive light.

·         Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by client.

·         Ensures that individual performance meets or exceeds the department standards.

·         All other duties as assigned.

BASIC MINIMUM QUALIFICATIONS

·         Bachelor’s degree or 2-year Technical school degree preferred.

PREFERRED QUALIFICATIONS

·         Technical aptitude.

·         Knowledge in computer hardware and software applications along with experience using the Internet.

·         Minimum of 1 year work experience preferred.

·         Customer focus and stress tolerance.

·         Superior communication and telephone skills.

·         Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

·         Strong troubleshooting and problem-solving skills.

·         Ability to adapt support style to align with the technical capabilities of the customer.

·         Previous customer service experience strongly desired.

·         Fluency in at least one foreign language is highly desirable.

·         Experience or education in working with individuals from diverse cultures preferred.

Qualifications

Asscoiates Degree

Additional Information

All your information will be kept confidential according to EEO guidelines.