Spanish speaking Back Office Administrator

at  Lead Capital Group

CUSTOMER SERVICE BACK OFFICE ADMINISTRATOR

Lead Capital Group is a forward-thinking international sales and marketing company with our head offices based in Cape Town. We specialize in driving targeted leads to our global clients’ online platforms, and ultimately to our highly successful and competitive call center. The successful candidate will have extensive experience in delivering results through a group of Sales Managers and various Call Center Specialists.

QUALIFICATIONS REQUIRED:

• Essential
• 
  
  
  
• Matric/Grade 12 Certificate

• Relevant Tertiary qualifications (Call Center Management or similar)

EXPERIENCE REQUIRED:

• Fluent in both Spanish and English
• Minimum 2 years experience in Call Center environment
• Minimum 3 years experience in back office or customer service and administration departments
• Knowledge of call center technology
• Computer literacy (MS Office applications and G-Suite) at advanced level

ROLE PURPOSE

As the Back office administrator is to ensure customer interactions with the organization are positive and leave the customer satisfied. Your role includes taking customer phone calls, responding to their enquiries and complaints if any and assisting with the completion of order on an administrative level by reviewing all paperwork and documents. In this role you will be responsible for several administrative tasks including maintaining records, data management, updating documentation and records.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Performing administrative duties including sending emails and resolving customer complaints or questions
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer or departmental inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing transactions, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.