Bilingual Customer Care Specialist (English & Spanish) – Email, Chat and Voice Full Time

Overview

ABOUT UA/UNIFORM ADVANTAGE BRANDS

For over 40 years, UA Brands has been synonymous with fashion-forward specialty apparel for the medical and culinary professions. We are proud to support our valued customers – true heroes giving back every shift. Our culture includes a long history of philanthropy and community support. Our strong values and unique culture are built on collaborating not merely as coworkers, but as family and friends. From the beginning, we provide candidates an authentic look into how UA Brands embraces their skills and perspectives, all in ways that continue to set us apart.

As part of our expansion plans as a growing, global organization, UA Brands started its captive center in Pune, India in September 2017 to add IT & ITES support and talent to our corporate teams.

ABOUT THE ROLE

You will handle one of our company’s highest-profile and most important roles: serving as the caring advocate our customers rely upon to help them resolve their concerns. UA Brand customers will contact you via phone calls seeking your expertise. You’ll strive to resolve complex situations to ensure customer satisfaction and provide a one-contact resolution. Your mission: to continue strengthening the UA Brands reputation for service excellence in our Contact Center.

The candidate must be flexible and should be willing to work the US working hours, Holidays, Weekend, and occasional overtime when needed.

WHAT YOU’LL DO

• Answering incoming customer questions or concerns; researching any needed issues; and taking full ownership for responding to customers with resolutions for their issues within the time limit specified by company policy.
• Handling sensitive or confidential customer data in a professional, responsible manner.
• Providing quality service and support with billing, order placement and modification; refunds; system troubleshooting; or other service scenarios.
• Using good judgment in resolving service issues. You strive to maintain a smart balance between company policy and customer requests, so that customers feel valued and satisfied, without unreasonable sacrifice by the company.
• Completing any special project assignments and assisting other departments during lower customer contact periods.

REQUIRED SKILLS

• Exceptional active listening, verbal, and written skills (English and Spanish)
• You work well with different or strong personalities.
• Organized and detail-oriented, with good time management skills.
• Strong decision-making and analytical abilities.
• Proven work ethic and team player mentality.
• Strong command of the English and Spanish language, both verbally and in writing is a must.

REQUIRED EXPERIENCE

• Strong exposure to international phone calls, preferably US Process.
• Minimum 2 years of Call Center phone support experience supporting a US Retailer and or E-Commerce platform.
• 40 WPM typing speed minimum.
• C2 Level proficiency in Spanish.
• Experience working in a remote setting.
• Candidates possessing exposure to US Retail and or E-Commerce phone call Process will be given the highest preference.

WORKSPACE REQUIREMENTS

• A quiet, private, distraction-free work environment without any conflicting responsibilities during your scheduled work shift. With 100 MBPS Internet speed and 9 hours of power backup.

WHERE YOU’LL WORK:

REMOTE – Work from Home

Have workplace flexibility – you’ll work exclusively from the comfort of your home with no commute! Remote employees are expected to be online and available during the core business hours for their team. Company computer equipment is provided for business use.

PLENTY OF BENEFITS TOO

UA BRANDS offers a full range of benefits that address both your health and financial needs.

• Company-sponsored medical insurance for employees and family members
• Company-sponsored Life insurance for employee
• Company-sponsored Group Personal Accidental insurance for employee
• Company-sponsored Gratuity Benefit
• Continuous remote work
• Hardship Allowance: Paid over and above the employees’ monthly salary
• Extended Hardship Allowance: Paid over and above the employees’ monthly salary
• Paid Vacation / Earned Leave
• Maternity Leave, Compensatory Off Leave, Bereavement Leave, and Paternity Leave as per the applicable norms.
• Holiday Pay
• Referral Program – Get paid to work with Friends
• Regular Recognition, Social Activities, Monthly Events, and Birthday Celebrations – Mandatory Fun

UA IS AN EQUAL OPPORTUNITY EMPLOYER

As an employee of any UA Brands division, you will be part of an established and dynamic organization. We believe that success starts from within, and we are seeking individuals who thrive in an environment that encourages and supports self-management. To provide equal employment and advancement opportunities to all individuals, employment decisions at UA Brands will be based on merit, qualifications, and abilities. UA Brands does not discriminate in employment opportunities or practices based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. UA Brands will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.

We are a Drug-Free Workplace.