Customer Support

Avanciers are currently hiring for a Bilingual Contact Center Representative role with one of our long-standing enterprise client, based in Winston Salem, NC/ Phoenix, AZ. This position offering the chance to work on impactful projects with a highly collaborative team.

Role: Bilingual Contact Center Representative (Spanish + English)
Work Location: Winston Salem, NC/ Phoenix, AZ

Work Mode: Hybrid

Job Description:

The Bilingual Contact Center Representative for the client’s program is a position responsible for providing friendly and efficient support to small store owners who use the client’s mobile application. This role is crucial in assisting our partners with their app-related questions, helping them place orders, and ensuring a positive experience that contributes to their business success and our continued partnership.

Job Responsibilities

• Handle inbound calls, chats, and emails from app users, addressing common inquiries about app navigation, order status, and general program information
• Provide clear and polite assistance, guiding users through simple app functionalities and troubleshooting basic issues
• Maintain a positive and helpful demeanor in all interactions, and conduct outbound calls to follow up on support tickets and ensure customer satisfaction
• Help store owners with basic questions about placing orders through the app and assist users in understanding current promotions and how to access them
• Participate in training sessions to gain in-depth knowledge of the app's features, products, and customer service best practices
• Seek guidance from team leads and senior colleagues to improve your problem-solving and communication skills, while continuously learning about the needs of small business owners to provide tailored support
• Accurately and completely document details of all customer interactions and inquiries in the CRM system

Basic Qualifications:

• High School Diploma or GED Equivalent
• At least 2 years of experience relating to the job description

Preferred Qualifications:

• Exceptional Spanish language proficiency, both spoken and written
• Prior experience in a B2B customer service or sales support role
• Demonstrated ability to manage and process orders accurately
• Strong capacity for handling customer inquiries with a positive attitude
• Familiarity with CRM software and order entry systems