Bilingual (Spanish) Customer Care Representative

Toronto, ON
Customer Success – Customer Care
Full-time
As a Bilingual Customer Care Representative (Spanish), you are responsible for assisting our entire member base and account administrators to use our platform, troubleshoot issues, provide training and advice and ensure an overall exceptional member experience in both Spanish and English. Your main objective is to ensure our Customer Care SLAs are met by handling an appropriate volume of claims, tickets and chats.
Your mission is to help our clients’ employees live happier, healthier lives every day.

In this role you will:

    • Engage with and resolve customer issues, requests and benefits claims
    • Address and resolve League’s mobile application issues
    • Work with the Product Teams to establish, comprehend and assist in product improvements and troubleshooting of reported issues
    • Take the initiative to recommend and implement quality process improvements based on identified trends or other gaps in knowledge
    • Record and report on issues that customers encounter
    • Carry out issue root cause analysis and resolution in a timely and effective manner
    • Assist the product team with product testing
    • Support customers during our hours of operation
    • Assist in the translation of English language support materials into Spanish
    • Achieve CSAT of 99%+

Required Education / Certificates / Experience

    • 2+ years experience in a Customer Service or Customer facing role
    • A certificate of Spanish Proficiency or equivalent qualification, or, a secondary-level or above graduate certification from a Spanish language institution

Attributes / Characteristics

    • Full bilingual proficiency in English and Spanish, both verbal and written
    • Extremely detail oriented and organized, able to provide clear and accurate status updates
    • Demonstrated troubleshooting skills
    • Able to work effectively in a fast-paced, agile environment
    • Must be energetic and enthusiastic, with a focus on customer satisfaction and a positive attitude

Security-Related Responsibilities

    • Ensure fraud prevention best practices while adjudicating claims
    • Compliance with Information Security Policies

Authorities & Limitations

We believe that diverse teams perform better, and that fostering an inclusive work environment is a key part of growing a successful team. We welcome people of diverse backgrounds, experiences, and perspectives. We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process.