AT&T Bilingual Agent Customer Service - Sales & Service in Mexico City, Mexico
AT&T is leading the way to the future – for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. With a network that covers 225 countries, including more than 120 million customers, we’d say we’re well on our way. Together, we’ve built a premier integrated communications company and an amazing place to work and grow.
At our Bilingual Contact Center, you will deliver best-in-class service to our customers in an environment that empowers you to share our latest innovations and offer creative solutions to meet their needs. It’s the kind of place where you can combine your passion for people and drive towards the future. Our customer advocates are the front line of our company, offering solutions, identifying opportunities and serving millions of customers – one at a time.
Roles and Responsibilities:
Determines customer requirements from among many service offerings.
Accesses multiple databases, retrieves and interprets information and inputs customer Information on the computer while speaking with customers.
Negotiates and prepares service order requests from existing and new customers for Installation, removal or changes of telephone service.
Accurately computes and quotes rates, adjustments and balances to customers.
Works to meet service goals and deadlines designed to promptly handle customers' and AT&T's Needs.
Coordinates service arrangements/agreements with other departments.
Corrects billing and service errors.
Handles discussions with customers involving company matters such as policy and regulatory conformance.
May trouble shoot on accounts to determine what actions are necessary to correct customer problems.
Prepares self-composed letters to customers.
Recommends, sells and substantiates the appropriate products and services to customers using approved sales techniques.
Discusses, investigates and resolves local service and long distance billing inquiries.
Works to meet sales goals and deadlines designed to promptly handle customers' and AT&T's needs.
Obtains, assesses and establishes customer credit information.
Investigates customer complaints of annoyance calls. Explains legal requirements to the customer and schedules necessary equipment to identify the caller.
Aids physically challenged customers in their need for telecommunications.
Positions AT&T as the premier provider of choice.
Performs all other duties comparable to the above as assigned.
Follows established safety practices and procedures oversees the production of forecasts and schedules for one or more call centers, with direct responsibility for the accuracy and validity of the forecasting and scheduling processes and results
Key Competencies and Skills:
Fully Bilingual (English - Spanish)
Working knowledge of how to sell and/or provide costumer service for basic telecommunication product/services
Experience using personal computer software including word, excel and data management
Regular and consistent experience selling products/services directly to costumers where you were responsible for meeting sales quotas/goals
Regular and consistent experience working with service orders, including reading, issuing and/or completing
Education and Qualifications:
High School Diploma or GED preferred
Additional to the mandatory requirements it is a must to have one of the following requirement:
1) High School (Preparatoria) diploma and desirable 2 years of experience on Costumer Service (Face to Face) or Call center in Formal companies
2) Prove evidence of 2 years or more of experience on Costumer Service (Face to Face) or Call center in Formal companies
3) Recently Graduated from College, no experience needed
$13,120 base salary plus performance bonus potential totaling up to $18,700