Technical Customer Service Representative Trilingual (Hybrid)

Objective:

Provide high quality and accurate resolutions to customers under stipulated policies and procedures, by answering general inquiries and offering solution with the given tools via the phone or mail. To make sure that objectives set by the client are met successfully.

Requirements:

• Portuguese Speaker. Fluent in verbal and written Portuguese. High proficiency level (85% >) (must).
• English Speaker. Fluent in verbal and written English. High proficiency level (85% >) (must).
• Schedule Flexibility (must).
• Internet download speed 50 Mbps as a minimum (must).
• Working knowledge of MS Office applications. (Outlook, Word, PowerPoint, Excel.) (must).
• IT Essentials (must).
• Proactive
• Critical thinking
• Skilled in the use of computers and related software.
• Manage of operative system in Microsoft Windows 7, 8/8.1 y 10.
• Basic Internet tools
• Capable of working and reach results under pressure.
• Capable to assimilate a dynamic environment.
• Integrity and trust.
• Excellent interpersonal communication
• Problem-solving skills
• Adaptability to change
• Ability to talk and type during a call
• Excellent Customer service skills
• Stress management
• Results Orientation
• Focus on Customer (Internal)
• Continuous Improvement
• Collaboration & Teamwork
• Building Relationships
• Excellent customer service background is required

Responsibilities:

• Submit tickets for Citi's employees with accurate information regarding (location, phone, and description)
• Escalate emergencies with the person in charge of the buildings.
• Identify problems and search solutions to offer answers to solve questions from customers using the given channel of communication.
• Be aware of current procedures to offer accurate information.
• Document correctly the database using the given tools to keep track of customers' request through data entry
• Meet established individual and team performance targets, including customer service, productivity, and quality standards.
• To communicate with the team manager, team members, and other teams regarding problems, solutions, and trends.
• To keep all equipment and tools under his/her responsibility in excellent conditions
• To keep account information confidential and protect it from unauthorized use
• To perform any other tasks, duties, or services requested by his/her immediate superior.