Customer Support Agent with Bilingual Skills
Skills Required
Description
Customer support requires both empathy and precision. This role will handle communication across multiple channels while maintaining a professional and friendly tone.
Bilingual skills are essential, as the support agent will assist customers in more than one language, ensuring inclusivity and accessibility.
Daily responsibilities will include email management—responding quickly to inquiries, resolving issues, and escalating cases when necessary.
Live chat and ticketing systems will also be core tools. The agent should feel confident juggling multiple conversations without losing quality.
Order processing will occasionally come into play, especially when resolving questions around status updates, refunds, or changes.
Maintaining accurate records is crucial. Every customer interaction should be logged clearly in the system for team visibility.
Quick thinking and adaptability are valued, since customer issues are rarely the same twice. Each case may require a tailored approach.
A high level of professionalism must be maintained even in difficult situations. De-escalation skills are important for handling upset customers.
Technical familiarity with support platforms like Zendesk, Freshdesk, or Intercom would be a strong advantage.
The agent should also coordinate with other departments, such as fulfillment or product teams, to resolve more complex issues.
Clear communication will be needed t...