Bilingual Customer Service Representative

As a Bilingual Customer Service Representative at Backcountry, you'll handle inbound customer inquiries in English and Spanish, ensuring a positive experience for our outdoor enthusiasts. Your responsibilities will include creating service tickets for each interaction, troubleshooting customer problems, and escalating issues when needed. You'll maintain accurate customer records, follow up for issue resolution, and ensure adherence to our service level agreements (SLAs) and quality standards.

To be a successful Bilingual Customer Service Representative at Backcountry, candidates must have a high school diploma or equivalent and be proficient in both English and Spanish, with excellent verbal and written communication skills. Strong computer skills, the ability to navigate multiple systems, and experience in handling inbound customer calls are also important. Additionally, strong problem-solving skills, attention to detail, and the ability to work effectively under pressure will help you excel in this role.

Backcountry is committed to the growth and development of its employees, which is why they offer 100% paid training for new Bilingual Customer Service Representatives. This training will help you become familiar with the company’s products and services, as well as effective customer service techniques that ensure you provide the best support possible. Continuous learning opportunities will also be available to keep your skills sharp!

At Backcountry, Bilingual Customer Service Representatives benefit from a supportive environment focused on collaboration and success. The company sets clear performance metrics, such as call handling time and customer satisfaction, to help you track your progress. Additionally, your team members and management will be there to provide guidance, encouragement, and resources as you work towards meeting and exceeding these targets. Everyone works together to create a positive experience for both customers and employees.

Bilingual Customer Service Representatives at Backcountry can enjoy flexible 10-hour shifts between 8 am and 8 pm, with options for morning and afternoon schedules. Benefits include a gross monthly salary of $14,000 MXN, performance bonuses of $3,000 MXN each for Average Handle Time (AHT) and Pieces Per Hour (PPH), law benefits from day one, and more after 90 days, such as food vouchers and medical insurance. With generous time off and the ability to work from home, this role is designed for a balanced work-life experience.

When prioritizing multiple customer service inquiries, it's essential to stay organized and evaluate the urgency of each situation. Start by assessing which issues need immediate attention and can impact customer satisfaction. Remember to communicate clearly with customers about expected wait times. Utilizing ticketing systems to track and manage inquiries can also greatly help in prioritizing and ensuring timely resolutions.

Yes! In my previous role, I encountered a frustrated customer who received a defective product. I listened patiently, empathized with their situation, and reassured them that I would help resolve the issue. By calmly explaining the return process and offering an immediate replacement, I turned their disappointment into satisfaction. Effective communication and empathy often turn challenging situations into positive outcomes.

Effective communication in both languages requires clarity, patience, and a strong understanding of the customer’s needs. I ensure I adapt my language and tone to the customer's level of understanding. Additionally, I confirm my understanding of their concerns by paraphrasing and encouraging them to ask questions. Practicing my language skills regularly also helps me stay sharp and effective!

Ensuring adherence to company policies and procedures starts with having a thorough understanding of them. I familiarize myself with the guidelines during training and through ongoing resources. During each interaction, I remind myself to use the appropriate scripts or guidelines while remaining flexible to adapt to each customer’s unique situation. Keeping a checklist can also help me verify compliance.

Maintaining a positive attitude during high call volumes starts with reminding myself of the purpose of my role - helping customers. I stay focused on each customer interaction, take short breaks to recharge, and even infuse a bit of humor or lightness into conversations when appropriate. Setting realistic goals for each call can also help me stay motivated and keep the energy up!

In such situations, I ensure that I communicate transparently with the customer about the next steps. I would empathize with their frustration, reassure them that I'm committed to resolving their issue, and explain the process of escalation if necessary. Documenting all the details in the ticket system will also help keep the team informed and streamline the resolution process.

When dealing with repetitive questions, I focus on patience and empathy. I recognize that while the question may seem repetitive to me, it’s the first for the customer, and their concern is valid. I ensure that I provide clear, concise answers and consider creating FAQ resources for common questions. This can minimize similar inquiries in the future and improve efficiency.

Staying updated on product knowledge and company services is vital for providing exceptional customer service. I regularly participate in training sessions, review product releases, and utilize internal resources like newsletters and updates. Engaging with colleagues and sharing knowledge is another great way to learn and stay current!

Teamwork is essential in delivering exceptional customer service. Collaborating with my team means sharing insights, strategies, and solutions to improve our service quality. We support one another in handling calls and learning from each other's experiences. A strong team dynamic fosters an environment where we can collectively brainstorm solutions and celebrate successes, leading to a better overall customer experience.

My motivation as a Bilingual Customer Service Representative comes from the impact I have on customers' experiences. Helping someone find a solution to their problem or providing them with valuable information inspires me. I also thrive on meeting performance metrics and receiving positive feedback, which reinforces my dedication to continuous improvement in my role and the service I provide.