Role Description:
We are seeking a bilingual call center agent to provide customer service via phone to users of a U.S.-based transportation service. This individual will be responsible for handling incoming calls, responding to inquiries, offering timely solutions, and ensuring a positive customer experience. The role requires a high level of conversational English and strong communication skills.
Handle incoming customer calls in English.
Provide support related to services, bookings, cancellations, and general inquiries.
Accurately record and update customer information in internal systems.
Address concerns with empathy, clarity, and professionalism.
Escalate complex cases in accordance with established procedures.
Meet performance targets and key performance indicators (KPIs) defined by the operation.
- Minimum Requirements:
- High school diploma and/or current university student.
- At least 1 year of experience in customer service (preferably in a call center environment).
- Advanced English proficiency (B2+ or higher), especially in speaking.
- Availability to work 8-hour shifts, as defined by the operation.
- Basic computer skills and good typing speed.
- Required Skills and Competencies:
- Excellent verbal and written communication skills in English.
- Active listening and strong customer orientation.
- Ability to resolve problems quickly and effectively.
- Empathy, patience, and a strong service mindset.
- Ability to perform well under pressure and meet targets.
- Reliability, punctuality, and a high level of commitment.