Customer Care Dispatch LATAM Agent

Position Summary:

The Customer Care Dispatch (CCD) LATAM Agent plays a fundamental role in providing basic services to Carestream customers through phone, email, or the company's systems. The position involves written and/or verbal communication among employees, partners, agents, or customers using the assigned application according to the country. Escalations are also created for customers with questions about overdue accounts.

Position Responsibilities:

The Customer Care Dispatch (CCD) LATAM Agent plays a fundamental role in providing basic services to Carestream customers through phone, email, or the company's systems. The position involves written and/or verbal communication among employees, partners, agents, or customers using the assigned application according to the country. Escalations are also created for customers with questions about overdue accounts.
Responsibilities:
Customer Care via Phone and Email.
•              Provide support to external and internal customers by reporting issues related to their radiographic equipment, answering account inquiries through email, phone, or other electronic means.
•              Understand and interpret customer needs, identifying problems, and determining the best course of action to resolve issues within department guidelines.
•              Input customer, account, or equipment data into our system (C4C).
•              Create, document, assign, and follow up on service reports for internal and external customers.
•              Provide real-time internal customer support via Teams.
•              Strive continuously to improve the delivery of our services/products to provide satisfaction to both internal and external customers.
Back Office:
•              Efficiently manage multiple activities or tasks.
•              Respond to inquiries about the status of service calls, accounts, or equipment.
•              Thoroughly follow up on cases opened by R0 agents until closure is achieved.
•              Process charcoal filter orders for printers for Peru and Mexico clients under coverage.
Customer Equipment and Service Account Management:
•              Assist and support Carestream engineers in creating escalations with R 2 specialists for radiographic equipment.
•              Explain in detail the "Dispatch" process for customer equipment or service account claims.

Required Skills & Education:

• Prep school or bachelor's degree completed/intern.
• Spanish 100% (written and spoken / English 90% (written and spoken).
• Ability to handle multiple tasks and prioritize effectively.
• Attention to detail and accuracy in documentation and data management.
• Proactive problem-solving skills and customer service orientation.

Desired Skills:

• Other languages (Portuguese or French at any level)
• 1 year of experience in customer service. Service-oriented attitude
• Proficiency in relevant software and tools for service report management and data processing (Outlook, C4C, SAP, Office)
• Flexibility to swop schedules if needed to cover a team member.