About the Company

Transparent BPO is a leading provider of contact center BPO services. By leveraging talent, efficient processes, and innovative technology, we integrate seamlessly with our client’s brand and culture to deliver an exceptional customer experience across all communication channels. We are seeking talented individuals who are passionate about excellence and contributing to our status as a world-class provider of outsourced contact center solutions.

Job Summary / Overview

Agents will handle customer inquiries regarding the account’s various products and services through multiple channels, including voice, chat, webform, email, and social media. This role focuses on providing exceptional customer support while ensuring all interactions are thoroughly documented.

Key Responsibilities and Accountabilities

Agents may perform additional tasks as needed beyond those outlined below:

Customer Assistance:

• Respond to incoming calls, webforms, emails, chats, or social media messages promptly.
• Provide courteous support to customers, addressing their inquiries and resolving issues effectively.
• Assist with product- or service-related questions, troubleshooting, and problem resolution.
• Conduct outbound calls when required.

Basic Troubleshooting:

• Perform initial diagnosis and resolve straightforward issues.
• Adhere to standard troubleshooting procedures.
• Escalate more complex cases to Tier 2 support or supervisors as needed.

Information and Guidance:

• Offer accurate details about products, services, promotions, and policies.
• Guide customers through tasks like account setup, billing inquiries, or order placement.

Documentation and Data Entry:

• Accurately document all customer interactions and resolutions in the ticketing system.
• Record customer feedback, complaints, and outcomes.

Customer Satisfaction:

• Strive to meet or exceed customer expectations and service-level agreements (SLAs).
• Ensure a positive experience during every customer interaction.
• Achieve first-contact resolution whenever possible.

Experience and Skills:

• Excellent Spanish/English communication skills.
• Proficiency in Windows-based applications like Microsoft Word and Excel or similar tools is preferred.
• Strong critical thinking, listening, and conflict resolution skills.
• Accurate data entry with a minimum speed of 40 WPM; ability to type and listen simultaneously is critical.
• Minimum of 1 year of call center experience demonstrating professional phone skills.
• At least 1 year of product technical support experience is preferred.
• Phone sales experience is an advantage.

Please refer to job description.