Spanish Bilingual Customer Service Agent


Adecco is currently recruiting for a Spanish / English bilingual customer service representative. You must fluently speak, read, and write both English and Spanish. This position is temp-to-hire, Monday-Friday dayshift hours, and pays $16 per hour. It is located in Wilkes-Barre in the Hanover Industrial Park.

A Customer Service advisor is responsible for providing world class customer service to consumer and health care professional with the single objective of delighting the consumers and making that contact their best experience of the day. Nature of consumer contacts can range from simple enquiries about availability of our products to ingredient information to adverse events experienced by our consumer after using our products The CSA is also responsible for documenting all customer interactions in the appropriate data capture system. Your single aim should be to delight the consumers which will include Initiating and/or implementing resolution for all customer requests to ensure that an excellent standard of service and a high level of customer satisfaction are maintained. 

Duties and Responsibilities:
- Ensures customer satisfaction and loyalty by, assisting customers, and resolving a wide variety of customer requests, and feedback
- Manages irate or emotional callers in a professional manner, and co-ordinates the handling of difficult and/or unusual situations. Test of your ability will be in converting an angry consumer into a client loyalist simply by listening to their concerns and addressing their issues
- Promptly answers, screens, and processes all consumer service requests received through multiple communication channels (phone, e-mail, letter, chat, social media)  with strict adherence to confidentiality/privacy agreements and policies and procedures
- Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring consumer understanding
-Provides consumers and healthcare professionals with product information that is not medicinal in nature following all policies, and procedures. Explains complex medical terms/information in lay terms to consumers using scripted responses
-Identifies and documents product quality complaints following standard operating procedures
-Assists with service related tasks and activities, which may include technical questions for websites, and program registration
-Utilizes automated (or if unavailable, manually) computer software
-Participates in internal and external educational opportunities and training requirements relevant to the call center or customer service environment
-Meets outlined benchmarks and/or key performance indicators as monitored through audits or recordings
-Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances
-Other duties and special projects that are assigned by management
-Proactively makes recommendations on how to enhance customer satisfaction, and improve operational effectiveness and efficiency
-Identify trends in customer satisfaction or dissatisfaction.
- Manage time effectively, meet personal goals and work effectively with other members of the distribution team.
-Has prior experience working for digital savvy organizations (e.g. internet, hi-tech and/or start-ups).
-Follow company policies and procedures.
-Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.
-Responsible for notifying administration of any required updates of customer records on the organization¿s internal database.
-Displays sound judgment with a minimum of guidance in situations of above-average complexity.
-Ability and willingness to recognize areas that may need updating, and suggest means to improve department processes.
-Individual to have the skills to carry out consumer/ HCP outreach programs (examples: Telesales, tele-detailing, conducting surveys) 
-Communicate with Service Delivery Managers and client team to highlight issues that need to be addressed to provide world class consumer experience 
-Prepare Daily, weekly or Monthly reports
-Facilitate the team huddles and share process updates
-Help in grooming/mentoring new employees post the account stabilization.
-Liaise with the clients/POC¿s from the account

Required Skills:

-Excellent oral and written communication skills in English, the ability to read and interpret documents such as standard operating procedures, speaks effectively and informatively and respond to customers over the phone, email or by chat.
-Ability to type a minimum of 35 words per minute with a high degree of accuracy while talking, and ability to navigate through multiple systems while responding to the customer's inquiry 
- User of social media channels with active accounts (e.g. Facebook, twitter, Instagram, etc.) 
-User of digital and smart devices (e.g. smartphones, tablets, and other smart devices) 

Required Education and Experience:

Education: High school Diploma 
-Level of Experience: 2 year¿ experience in a call center. 
2 years¿ experience working in medical/pharmaceutical role is preferred but not required.
The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group offers benefits including Holiday, 401(k), Insurance Benefit Plans and free Self-Paced Online Training Courses. 
Adecco Group is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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Reference number US_EN_99_022997_377200