Bilingual Customer Service Representative
Company:Backcountry
- Handle inbound customer calls, providing assistance and information in a professional and courteous manner.
- Respond to inquiries about products, services, billing, and account issues.
- Ensure that a ticket is created for every customer interaction using the ticketing system, logging detailed notes and customer information.
- Diagnose and troubleshoot customer problems, escalating complex issues to higher support levels as necessary.
- Maintain and update customer records in the system after each interaction.
- Follow up with customers to provide status updates and confirm issue resolution.
- Adhere to company policies, procedures, and quality standards for call handling and ticket creation.
- Meet performance metrics such as but not limited to call handling time, first call resolution, pieces per hour, and customer satisfaction.
