Representante servicio al cliente bilingueMX-DF-Mexico DF
Description
This program provides Customer Success support for our smaller VZC customers (1-7 Vehicles). Each CSM is distributed an account package of 750-1000 accounts each. The group manages the contractual relationship between VZC and the customer. They are the point of contact for any contractual inquiries, expansion opportunities, escalations and cancellations. The program is approximately 50% outbound and 50% inbound calls. This group works with various groups within VZC to resolve customers issues/concerns. These concerns are worked via Salesforce tasks, calls and agent emails. They also manage the renewal and non-renewal of their designated customers. The team focuses on retention, is self-sufficient, needs to have case management ability and adaptable to contestant change.
Responsibilities
- Establishing clear retention goals and a strong advisory relationship with client management to understand their needs and align our products and services
- Developing client plans with goals and key performance indicators and monitoring progress
- Serving as an advocate for client needs and issues across the company and ensuring effective resolution
- Designing and implementing activities to continually improve the value and impact of our products and services
- Reviewing customer complaints and concerns and seeking to improve all aspects of the customer experience with the company
- Drive to deliver outstanding customer service
- Assessing a situation quickly and coming up with solutions
Education
- Bachelor's degree or four or more years of work experience
- Four or more years of experience in client relationship management and/or relevant work experience, preferred
- Experience growing customer satisfaction, adoption, and retention, preferred
- Worked previously in the telecommunications industry, preferred
- Knowledge of customer success processes
Skills
- High level of trust and integrity
- Strong verbal and written communication and interpersonal skills
- Detailed listening skills
- Strong customer service, interpersonal and relationship building skills
- Time management and ability to prioritize projects and customer needs
- Conflict resolution skills - listen to the customer
- Exercise good service and business judgment with end goal of customer satisfaction
- Excellent English language, oral and written, with grammatical knowledge and etiquette
- Ability to sway the opinion of others through verbal and/or written correspondence
- Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
- Use of technology for product resourcing to resolve customer issues
- Skilled at developing and nurturing strong business relationships, able to persuade and motivate others to achieve optimal outcomes that are mutually beneficial
- Strong organization skills and ability to manage high volumes of emails
- Team player, with the ability to take ownership of your work
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