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Job Title: Spanish Speaking Customer Service Representative

Salary: £23,308.00

Location: Preston, UK

Description

The purpose of this role is to contact Global Telecoms Client customers receiving a variety of telecommunications services across Canada, Caribbean & Latin America (CCLA) by telephone and email, to secure payments for all overdue invoices. In this role, associates must deliver an effortless customer experience by liaising with internal business partners and resolving complex account issues to positively impact customer payment behavior.

Our goal is to:

* Deliver an effortless customer experience on every interaction

* Drive continuous improvement to streamline work processes

* Develop and implement innovative strategies to exceed key organisational goals

* This role of the Customer Service Representative is to operate around three key dimensions:

* Maintain high quality standards in customer calls, emails and accounts worked

Principal Responsibilities

* End-to-End Account Management by liaising with Collections Management, Sales/Service Management, Billing, Finance, Dispute and Legal teams within our Global Telecoms Client.

* Locate customer contact information and engage accounts payable teams in Retail companies by telephone and emails.

* Create urgency and utilise questioning skills to identify primary root-cause for non-payment of all overdue invoices

* Communicate effectively to secure payment commitments and monitor payment receipts from customers.

* Translate customer correspondence (for agents supporting languages other than English).

* Host conference calls with key stakeholders to facilitate resolution of complex billing issues and facilitate payments for overdue invoices.

* Reduce Account Receivables (AR) on accounts have invoices overdue for 60 days or more.

* Complete thorough notation of all actions taken on Global Telecoms Client Collections system.

* Participate in continuous improvement forums to help Managers identify opportunities to streamline day-to-day tasks.

Skills, Experience & Attributes

* Experience of working in a customer service / collections / credit control environment

* Excellent verbal and written communication

* Fluent Spanish both verbal and written that will be required as part of the role

* Good computer skills

* Sound judgment and decision making

* Analytical and problem solving

* Sufficient mathematical knowledge

* Attention to detail

* Ability to multi-task and set priorities

* Knowledge of collection techniques preferable

* Negotiation skills & conflict resolution

* Tenacity and resilience

* Dispute resolution

* Treats customers as valued, respected, important individuals