Technical Customer Service Representative Trilingual Hybrid

Objective:
Provide high quality and accurate resolutions to customers under stipulated policies and procedures, by answering general inquiries and offering solution with the given tools via the phone or mail. To make sure that objectives set by the client are met successfully.
Requirements:
Portuguese Speaker. Fluent in verbal and written Portuguese. High proficiency level (85% >) (must).English Speaker. Fluent in verbal and written English. High proficiency level (85% >) (must).Schedule Flexibility (must).Internet download speed 50 Mbps as a minimum (must).Working knowledge of MS Office applications. (Outlook, Word, PowerPoint, Excel.) (must).IT Essentials (must).ProactiveCritical thinkingSkilled in the use of computers and related software.Manage of operative system in Microsoft Windows 7, 8/8.1 y 10.Basic Internet toolsCapable of working and reach results under pressure.Capable to assimilate a dynamic environment.Integrity and trust.Excellent interpersonal communicationProblem-solving skillsAdaptability to changeAbility to talk and type during a callExcellent Customer service skillsStress managementResults OrientationFocus on Customer (Internal)Continuous ImprovementCollaboration & TeamworkBuilding RelationshipsExcellent customer service background is required
Responsibilities:
Submit tickets for Citi's employees with accurate information regarding (location, phone, and description)Escalate emergencies with the person in charge of the buildings.Identify problems and search solutions to offer answers to solve questions from customers using the given channel of communication.Be aware of current procedures to offer accurate information.Document correctly the database using the given tools to keep track of customers' request through data entryMeet established individual and team performance targets, including customer service, productivity, and quality standards.To communicate with the team manager, team members, and other teams regarding problems, solutions, and trends.To keep all equipment and tools under his/her responsibility in excellent conditionsTo keep account information confidential and protect it from unauthorized useTo perform any other tasks, duties, or services requested by his/her immediate superior.