OPI Customer Service Lead

San Jose, Costa Rica
TransPerfect
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TransPerfect Is More Than Just a Job

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

Position Summary :

The Customer Service Lead assists in supervising TransPerfect Connect’s OPI (Over the Phone Interpreting) Customer Service Associates (CSAs) during and in absence of the Customer Service Supervisor and performs CSA hands-on duties.

The Lead assists the Supervisor with Customer Service development, staffing, training, and scheduling. The Lead works to ensure customer support that includes general billing inquiries, complaint resolution, account management, routing of calls to appropriate departments, and third party problem solving are handled correctly and to clients’ satisfaction.

The Lead is usually the first to respond to and provide assistance / resolutions to incidents reported by clients as well as CSAs.

Position responsibilities :

  • Performs 2nd level support for OPI Customer Service Associates (CSAs)
  • Acts as a Customer Service Associate as a regular part of their duties.
  • Remains in on-call status as necessary, or directed, to insure adequate support and availability for 2nd level support;

works rotating schedules as necessary.

  • Provide daily direction and communication to CSAs so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Conducts periodic performance monitoring and evaluations to determine CSA’s abilities to communicate, provide customer support, problem-solve, process inquiries, operate communication systems, make decisions regarding calls and other customer service pertinent responsibilities.
  • Conducts coaching sessions with CSAs as appropriate.
  • Follows up with appropriate departments to ensure customer anomalies / complaints were investigated thoroughly and resolved satisfactorily.
  • Provides information for ongoing development of new systems, procedures, or working practices to improve customer service quality for internal and external OPI customers.
  • Assists with developing and maintaining materials for the training and support of CSAs.
  • Provides continuous training to CSAs in the areas of customer service, communication, system operations, and other topics as directed by CSA performance levels.
  • Addresses performance discrepancies according to company policy and procedures. Assists with preparing warnings and communicates effectively with CSAs on warnings and make effective / appropriate decisions relative to coaching and corrective action as required.
  • Provides support for Workforce to scheduling CSAs for adequate and effective shift coverage.
  • Attends scheduled training as required.
  • Complete other general tasks as required or necessary.

Essential skills and experience required :

  • High School Graduate and a minimum 2 years’ customer service or related experience.
  • Effective communication and writing skills.
  • Ability to work with customers from diverse backgrounds.
  • Excellent computer skills with quick and accurate typing skills.
  • Multi-tasking skills with an ability to meet established deadlines.
  • Attention to detail and multitasking ability.
  • Decision making and problem solving skills.
  • Good project management and time management skills.
  • Proven leadership experience.
  • Ability to develop and motivate a team.
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