NAM-US-Customer Service Representative/Helpdesk - Bilingual-Analyst (USD)
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Our client, a leading financial services company is hiring a Customer Services Representative on a contract basis.
Work Location: Tampa, FL
Work Schedule: Monday to Friday Work hours are from 9:15am to 6pm. Initial training schedule will be one week from 815am to 500pm. Following cross-training hours may vary. Overtime is a must prior or after the shift when needed.
Responsibilities:
Courteously, accurately, and professionally respond to inbound calls from employees and customers for all, or a combination of Procure To Pay (P2P) Accounts Payable, P2P Procurement, CTE Expense Reimbursement, and Global Directory Assistance inbound inquiries.
Track all inquiries in the case management system of customer requests received.
Prepare and respond to email and portal inquiries from employees and vendors who write to one of our email assistance addresses for the services listed above.
Escalate to a Manager any calls or emails that are sensitive in nature to our reputation.
Review individual metrics every day to ensure productivity is up to par with manager's expectation.
Monitor personal emails to stay up to date with management, department and communications and respond on a timely manner to requests when needed
Follow department process to escalate technical-related issues to management or via trouble ticket escalation
Ensure at home and work equipment is maintained, proactively escalate technical issues by following department procedures to minimize any downtime in order to better assist customers and support departments SLA and target response time to customers
Maintain a safe and secure workplace within the infrastructure.
Follow Risk and Control company's and department's guidelines to ensure systems and all data are protected
Complete mandatory training ahead of deadline schedule
Ability to work overtime when needed for meetings, training purposes, etc.
Ability to research multiple system applications, create cases and assist callers on the line.
Qualifications:
Customer service background, preferably in a fast-paced call center environment where handling a high volume of inbound calls was experienced.
Excellent spoken and written communication skills.
Good analytical abilities in order to determine the best course of action when encountering a customer service issue.
Very good organizational skills and prioritization.
Good knowledge of the MS Office programs, especially MS Excel and MS Word.
Works effectively under pressure and exhibits good judgment.
Strong degree of reliability and dependability.
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