Customer Service Executive - Spanish Language

Position: Process Associate Customer Service( Spanish)

Location: Pune

Roles & Responsibilities:

Operational Management:

• Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.
• Respond to customer inquiries in a timely, professional, and courteous manner via phone, email, chat, or social media.
• Proficiency in Spanish Language is a must
• Resolve product or service problems by clarifying the customer’s issue, determining the cause, and providing the best solution.
• Accurately document all customer interactions using CRM or ticketing systems.
• Escalate unresolved issues to the appropriate departments or supervisors.
• Follow up with customers to ensure full resolution of issues and satisfaction.
• Maintain up-to-date knowledge of company products, services, policies, and procedures.
• Meet individual and team performance targets including quality, speed, and customer satisfaction.
• Work collaboratively with other team members to achieve team goals and support a positive work environment.
• Adhere to all company policies and compliance standards.

Process Improvement:

• Analyze and optimize operational processes to identify areas for improvement and implement best practices.
• Coordinate with other departments, to ensure a seamless process flow.
• Implement and oversee automation tools and technology solutions to streamline operations.

Compliance and Risk Management:

• Ensure all operations comply with industry regulations, corporate policies, and legal standards.
• Monitor and address any potential risks or operational issues, escalating as necessary to senior management.
• Maintain and update insurance-related documentation, including policy and claims records.

Skills Required:

• 2+ years of experience in a customer service or contact center environment
• Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).
• Strong analytical and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• Proficiency in insurance management: software and MS Office Suite.