Bilingual Customer Support Specialist (Accounts Payable)

Job Purpose

This position provides personalized and competent customer service to internal and external customers inquiring about invoices, vendor maintenance, payments, as well as process, policy, and procedures in Accounts Payable related applications. Responds to inquiries via phone call, email, or internal ticket system from our locations and vendors. Takes the initiative to communicate with co-workers and internal departments to clarify any inquiry they need assistance with. MUST BE BILINGUAL.

Job Description

• Answers incoming customer calls, emails, and tickets; patiently and attentively listen to customer’s concerns and questions to identify the core needs. Reiterates the identified concerns or needs to ensure agreement. Clearly communicate resolution options and timeframes. Enters incoming callers contact information, issues, and resolutions in software.
• Responds to invoice and payment inquiries.
• Discuss and escalates advanced issues to management for input or resolution.
• May initiate outbound customer calls to provide issue resolution or follow up. Completes responsibilities within company policies, procedures, and compliant with regulations.
• May maintain Customer Care processes, procedures, and job aids. Recommends efficiencies to management with the outcome to improve Key Performance Metrics.
• Takes the initiative learn and remain current on company products and industry terminology to facilitate customer issue resolution.
• Assists with special projects as necessary.

Qualifications

Experience

• At least two (2) years Customer Service experience
• Experience using call center phone software a plus