Hi,

Exp: 2-4 Years

Must Have: The role will require someone who can work at the Night Shift and is Fluent in Spanish The Customer Care Representative (CCR) is responsible for the answering and processing of all phone and electronic communication from customers.

The CCR will primarily support the first-contact Support function and General Enquiries from the customer to Client. The goal is to support all customer communications according to and within the agreed customer and inter-departmental Service Levels and to attain the targets, metrics and objectives set by the Contact Centre monthly & quarterly.

Primary Roles and Responsibilities:

- Answer and route incoming customer telephone calls, e-mail, Web-issues to the appropriate product groups.
- Resolve customer care issues for customers sometimes liaising with other departments within Company to assure an accurate and timely resolution and correctly maintain the Service Cloud database.
- Assign an appropriate severity level and priority to the customer query or problem within the Service Cloud application.
- Create and correctly route Service Cloud cases to the various product support groups.




- To review and work on the individual feedback from the various support functions regarding Service Cloud case processing.
- Provide both written and over the phone Spanish language support and translations for customer support cases.
- Meet defined customer and region service level objectives and to plan and achieve the quarterly individual and team key targets.
- Identify own education and training needs and build a personal development plan with the Team Lead.
- To provide mentorship and training for recent members to the CCC team.
- This position holds key relationships with the Company Software customers, Software Partners and Resellers, Customer Support Managers, Customer Contact Centre Team Leader, Customer Contact Centre Manager, Technical Support Analysts, Software Consultants, Developers and Sales Personnel.
- Act as knowledge champion helping improve the quality of Knowledge Base.
- Identifies areas of business improvements and thus solving them with minimum direction
- Shares knowledge as a process, mentors team members and invests time in helping the whole team perform better

If interested, please share resume at [email protected]

📌 Opening for Spanish Language expert @ Pune
🏢 Quess IT Staffing
📍 Pune