Job Description

Short Description:

A Bilingual Call Center Representative is responsible for handling incoming calls or inquiries from customers, addressing their questions, resolving issues, and providing information about products or services. Their duties include maintaining accurate records of customer interactions, following call center scripts, and utilizing communication and problem-solving skills to ensure customer satisfaction. Call Center Representatives may also handle outbound calls for tasks such as conducting surveys, telemarketing, or following up on customer inquiries. Strong communication skills, patience, and the ability to navigate computer systems efficiently are essential for success in this role, as Call Center Representatives serve as the frontline of customer support for the organization. Requires written and verbal fluency in English and one other language such as French or Spanish.

Duties / Responsibilities:

• Deliver prepared sales talks, and read scripts that describe products or services to persuade potential customers to purchase a product or service or to make a donation.
• Contact businesses or private individuals by telephone to solicit sales for goods or services or request donations for charitable causes.
• Explain products or services and prices, and answer questions from customers.
• Obtain customer information such as name, address, and payment method, and enter orders into computers.
• Record names, addresses, purchases, and reactions of prospects contacted.
• Adjust sales scripts to better target the needs and interests of specific individuals.
• Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
• Answer telephone calls from potential customers who have been solicited through advertisements.
• Respond to customers or follow up on initial sales contacts.
• Maintained records of contacts, accounts, and orders.

Skills / Requirements / Qualifications

• Speaking: Talking to others to convey information effectively.
• Persuasion: Persuading others to change their minds or behavior.
• Active Listening: Giving full attention to what other people are saying, taking time to understand the points made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service Orientation: Actively looking for ways to help people.
• Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
• Reading Comprehension: Understanding written sentences and paragraphs in work-related documents.
• Contact center software: Avaya software; Multi-channel contact center software; Timpani Contact Center; Timpani Email
• Customer relationship management CRM software: Austin Logistics CallSelect; Avidian Technologies Prophet; SSA Global software; Telemation e-CRM
• Electronic mail software: Astute Solutions PowerCenter; Microsoft Outlook; Gmail
• Network conferencing software: Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Chat
• Spreadsheet software: Microsoft Excel