Bilingual Customer Service Representative

Position Overview: The Bilingual Customer Service Representative (BCSR) is responsible for serving customers via the telephone, email, web, and chat for our various brands. The BCSR is accountable for dealing with customer inquiries, processing credits, technical support, product related issues, and provides successful resolution to these requests. The BCSR follows all procedures and policies when providing customer service as outlined in our Knowledge Base. The incumbent will participate in all assigned training, setting and meeting personal goals and metrics. Other duties and special projects may be assigned as required.

Key Responsibilities:

• Manage customer relationships ensuring timely delivery of support services via email, telephone, web, chat, etc. concerning products and applications, implementing enhancements and other issues.
• Deploy, maintain, and support the hardware and software used in support of the customers to ensure reliability and adherence to contract specifications.
• Respond proactively to all customer inquiries in a timely fashion; providing excellent customer service and maintaining lasting business relationships.
• Answer customer questions and requests regarding their service; providing appropriate information, assistance and advice.
• Troubleshoot operational issues, installation and application issues, user administration issues, domain and third party phone/internet issues, and other technical issues.
• Provide successful resolution to all customer complaints; ensuring the customer is satisfied with the end result.
• Report escalating and severe issues to management to assist in the resolution process; keeping customers updated on the progress and acting as the primary point of contact.
• Appropriately record all resolved and unresolved customer issues in the database according to Now Prepay processes and procedures.
• Continually preserve the confidentiality and security of customer data and information.
• Liaise with management regarding operational errors, improving processes and providing technical assistance to customers.
• Assist in the development and maintenance of FAQs, support processes and other supporting documentation for customers.
• Conduct checks verifications requested by third parties
• Perform other duties as assigned.

• Bilingual (English/French/Spanish)
• High school diploma or GED required
• Strong customer service and troubleshooting skills
• 1-2 years of Customer Service or Call Center experience preferred
• Technical support experience is an asset, specifically with Point of Sale devices or telecom environments.
• Exceptional conflict resolution, negotiation, and objection handling skills
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• Able to adapt to changing environments
• Able to learn quickly with little direction
• Strong attention to detail
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Computer literate, including effective working skills of Google and Microsoft Suites
• Proven data entry and typing skills
• Professional appearance and manners
• Familiarity of prepaid, financial, or gift card market an asset
• Strong work ethic and positive team attitude

Competencies:

• Customer Focus
• Communication
• Energy & Stress
• Team Work
• Quality Orientation
• Problem Solving
• Decision Making
• Accountability and Dependability
• Adaptability
• Operating Equipment
• Ethics and Integrity

Working Environment:

• Travel may be required – from time to time, we may offer training in our various offices
• Manual dexterity required to use desktop computer and peripherals
• Overtime as required
• Flexibility to working various shifts including evenings and weekends
• Required to work holidays excluding Christmas Day
• Must have access to a quiet home office space with adequate privacy and a fast and stable internet connection
• This is a hybrid role, must be available to come into the closest office at least 2-3 times a month

Now Prepay is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We thank all applicants for their interest; however, only those selected for an interview will be contacted.