Customer Service Specialist with Spanish/Portuguese

Employer: TDCX
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 09.12.2021
    Short company description

    We serve some of the world’s best brands from our centers of excellence in Singapore, Malaysia, Thailand, Philippines, Hong Kong, China, Japan, India, Romania, Spain and Colombia. We specialize in perfecting our client's customer experience and elevating their sales.

    We are guided by a talent philosophy — selecting and employing the best professionals to make the outsourcing industry better for our people and our clients.
    ​​​​​​​
    Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

    Requirements

    • Minimum 1 year of Customer Service experience ideally in finance or E-commerce or gaming industry in a call center environment.
    • Batchelor’s Degree or above
    • C2 Spanish or Portuguese skills and B2 English skills
    • Enjoy working in a fast-paced environment and be able to balance multiple tasks at the same time
    • Empathetic and can communicate in a caring and friendly manner focusing on client satisfaction and retention
    • Comfortable taking ownership and making things happen, results driven attitude
    • Strong time management skills and motivation to exceed expectations. But nothing beats the commitment to yourself to be as good as you possibly can. We'll help you to achieve this goal
    • Own one of our core values: heart. You’ll need to care for our clients and make sure they feel at home and understand that customers are key to our business

    Responsibilities

    • Provide excellent support experience to customers via all relevant communication channels.
    • Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
    • Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance with our service standards.
    • Provide constructive feedback on tools, resources, procedures, and guidelines to enhance workflow and the customer experience.
    • Meet or exceed all performance standards including a number of interactions, revenue, attribution, conversations, and quality metrics that will be measured monthly, quarterly, and yearly.
    • Identify gaps in current processes or product offerings and implement or recommend improvements to increase the overall productivity and customer experience.
    • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX.

    Other info

    Top Reasons to work with TDCX
    • Attractive remuneration, great perks, and performance incentives
    • Comprehensive medical coverage
    • Premium and Instagramable workspaces, right next to Pipera subway station
    • Free coffee and tea at the office
    • Engaging activities and recognition programs
    • Strong learning and development plans for your career growth
    • Positive culture for you to #BeMore at work
    • Flexible working arrangements
    • Be coached and mentored by experts in your field
    • Join a global company with 25 years of experience and more than 310 industry awards