We are seeking a Spanish Voice Senior Analyst to join our customer service team in a dynamic BPO environment. The role involves handling inbound/outbound customer calls in Spanish, understanding their concerns, and providing effective resolutions. The ideal candidate should be fluent in Spanish (both verbal and written), possess excellent problem-solving skills, and have prior experience in customer support or voice-based roles.
Key Responsibilities:
- Answer inbound customer calls in Spanish promptly and professionally.
- Identify customer issues, provide accurate information, and resolve queries effectively.
- Document all customer interactions in the system with clarity and accuracy.
- Escalate complex issues to the appropriate internal teams and ensure timely resolution.
- Maintain high levels of customer satisfaction by providing excellent service and empathy.
- Meet and exceed performance metrics like call quality, resolution time, and customer feedback.
- Adhere to company policies, security guidelines, and process standards.
- Provide mentoring or support to junior team members when needed.
Requirements:
- Proficiency in Spanish (B2 and above level preferred).
- Good communication skills in English for internal communication.
- Experience in a BPO voice process will be a value add.
- Robust listening, problem-solving, and interpersonal skills.
- Ability to handle high call volumes and work in a fast-paced environment.
- Flexibility to work in rotational shifts, including weekends and holidays.
- Graduate in any discipline; language certifications in Spanish are a plus.