Bilingual Customer Care Representative

iKobo is a global online financial services company providing the best in easy, fast, secure money transfer services to anyone, anytime, anywhere. iKobo sends a prepaid, reloadable VISA debit card with saves money transfer senders and recipients time, cost, and effort. With 24-hour availability and more than 20+ million access points including ATM and retail POS terminals in over 170 countries, iKobo provides the fastest, most flexible, and efficient global electronic money transfer and payment network to a worldwide customer base.  Check us out at www.iKobo.com .

 Description of Customer Care Position

We are seeking an individual to join our team in Customer Care  by handling customer service inquiries in a professional and efficient manner. This position supports our commitment to providing world-class customer care and must be able to communicate, verbally and written, in English and one of the following languages:  Spanish, Portuguese

 

The Customer Care position is a key role at iKobo.  The position will involve interacting with customers via telephone, email, and chat.  The Customer Care Representative is responsible for solving customer issues quickly and consistently.  On occasion the Customer Care Representative will make outbound calls to customers to verify identity and account information.

 

iKobo is a fast paced environment that fosters customer satisfaction and growth.  All employees are encouraged to provide recommendations to management of ways to better serve our customers.

 

Successful candidates will be motivated, articulate, assertive, and have a pleasant phone personality. Previous experience is necessary.

 

Requirements:

? 2+ years call center experience.

? Experience in a high-volume call center is preferred

? Experience with call center performance and CSR measurement standards

? Bilingual (English and one of the following languages:  Russian, Spanish, Portuguese, Romanian, Thai, or Japanese)

? Proven time -management and follow-up skills

? Must be capable of working in a constantly changing and growing environment while maintaining a positive attitude

? Act as a team player by assisting others and seeking department tasks as time allows.Excellent written and verbal communication skills Professional telephone manner and email etiquette Ability to defuse volatile situations resulting in a win-win Good problem-solving skills Must have good PC and data entry skills and comfort navigating several email, Internet browsers, Microsoft Word and Excel sessions simultaneously Scheduling can be flexible but may include evenings and weekends. Some sales experience is a strong plus. Working casual attire required (e.g. no jeans, sandals or shorts)

 

Essential Functions:

? Answer all customer inquiries through various channels (telephone, chat, email, and any additional channels as developed) in a courteous and professional manner.

? Effectively handle customer interactions by properly greeting customer, evaluating inquiries, providing appropriate assistance, accurately processing orders, and following through to ensure customer needs are met in a complete, timely and effective manner.

? Identify, records and resolves customer complaints or problems and follows up with the customer to assure appropriate action was taken and that the issue is resolved to the customer?s satisfaction.

? Perform accurate diagnosis of inquiries and provide appropriate solution / response.

? Use appropriate systems and available resources as necessary to assist in responding to each request.

? Research and resolve escalated contacts and provide feedback to internal customers as defined.

? Employ persuasive techniques to encourage, retain and convert customers.

? Support and provide information to all internal and external customers in a professional and courteous manner.

? Meets minimum productivity requirements for inbound and outbound calls made and other standard performance metrics.

? Works cooperatively with peers and other departments, keeping appropriate individuals informed to assure positive customer relations and responsiveness are maintained.

? Successfully completes required customer service training and attends required meetings.  

? Follows all Customer Care and company guidelines and procedures as defined.

? Perform additional responsibilities as requested.

? Be punctual and dependable.

 

Ikobo, Inc offer a benefits program for its regular full-time employees.

Benefits : Health Ins, Dental Ins, Life Ins, Long Term and Short Term Disability, Vacation and Sick day