Job Description

Customer Care Executive (Bilingual)
Job Title: Customer Care Executive (Bilingual)
Department: Customer Service / Customer Care
Reports To: Customer Care Manager
Job Overview:
The Bilingual Customer Care Executive is the primary point of contact for customers, providing support and information in two or more languages. This role is responsible for ensuring a positive customer experience by resolving inquiries, processing requests, and maintaining a high level of customer satisfaction.
Key Responsibilities:

• Customer Interaction: Handle customer inquiries via phone, email, and live chat in a professional and timely manner in both primary and secondary languages.
• Issue Resolution: Identify and assess customers' needs to achieve satisfaction. Resolve product or service problems by clarifying the complaint, determining the cause, and selecting the best solution.
• Information Provision: Provide accurate, valid, and complete information by using the right methods/tools.
• Order Processing: Process orders, forms, applications, and requests. Update customer accounts and manage changes.
• Feedback Management: Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution. Escalate complex issues to the relevant team.
• CRM Management: Log all customer interactions and transactions in the Customer Relationship Management (CRM) system.
• Cultural Sensitivity: Utilize language skills and cultural knowledge to build rapport and trust with a diverse customer base.

Qualifications and Skills:

• High school diploma required; further education in Communications or a related field is a plus.
• Proven customer support experience.
• Fluency in English and at least one other specified language (e.g., Spanish, French, Arabic, Mandarin) is mandatory.
• Strong active listening, communication, and interpersonal skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Experience with CRM systems and practices.

Skills Required