What are the responsibilities and job description for the Bilingual Customer Service Representative position at B12 Consulting?
Bilingual Customer Service
The Customer Service Representative (CSR) serves as an immediate point of contact for customers and provides timely review and update of accounts through multi-channel support options regarding all inquiries, account maintenance, and multifaceted resolutions. Must maintain Payment Card Industry (PCI) compliance as it relates to collecting and processing accurate payments. This position is required to meet/exceed specific performance metrics that directly impacts the customer experience which can have a direct impact in generated revenue. The CSR increases and maintains expert knowledge of company’s) products and services and is expected to keep up-to-date with policy, procedural, and product updates.
Duties and Responsibilities:
Addresses customer inquiries and maintains customer accounts through multi-channel support options according to specific guidelines and procedures. Inquiries can involve tag fulfillment and multifaceted account resolutions.
Maintains PCI compliance as it relates to collecting and processing accurate payments with credit card and/or banking information.
Meets/exceeds daily qualitative and quantitative targets to maintain operational standards and strengthen customer satisfaction.
Reconciles payments, toll tags, and prepares end-of-day reports as specified per section.
Builds expert and dynamic knowledge of company products and services; keeps abreast of all procedural and product updates and implementing as directed.