Customer service agent: spanish and english - nights

-Provide quality risk review service and consistently meet SLA targets while always focusing on resolving cases efficiently and utilising time productively.
-Identify and help minimize the risk posed by fraud patterns and trends.
-Assist users with risk process workflows.
-Identify, recommend and implement process improvements.
-Communicate relevant information on a timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when required.
-Professional interaction and communication, both within the Accenture organization and with client contacts.

-Support partners in a range of topics (video uploads, channel management, monetization, analytics and any product technical issues) with emphasis on high user satisfaction and quality.
-Provide education on supported devices, new features and product updates.
-Troubleshoot and help resolve technical issues in a friendly and accurate manner.
-Collaboratively share feedback through appropriate channels related to tools, processes or systemic user/product issues.
-Flag trends and potential global technical issues.
-Escalating issues providing all the relevant information, when required.

-Visually navigate and review images, videos, accounts and text-based content.
-Remain updated with client policies and guidelines; resolve inquires according to defined policies and procedures.
-Responsible for evaluating social media, web page content in conjunction with client policy.
-Maintain a high level of quality in each case that I reviewed.
-Classify each content viewed.
-Participate in meetings to discuss findings and make on-going recommendations.
-Proven ability to deliver highest quality results while paying strict attention to detail.

-Opening and closing the store.
-Closing the till and assorting the money.
-Keeping track of the inventory.
-Set pre-orders for the week.
-Staff management.
-Delegating responsibilities.
-Training baristas as needed and developing positive relationships with the staff.
-Providing feedback to store manager on partner performance during shift.
-Certifying that everything was in order at the shop at all times.
-Preparation of beverages: exact mix of water pressure, temperatures and dosage of coffee using different types of milk, syrups and creams.
-Inform, teach and sensitize the client about issues related to coffee and spreading their culture.
-Making sure standards for the correct elaboration of beverages are maintained at all times.
-Develop and maintain communication skills in the store.
-Helping customers with their selection of coffee.
-Knowledge of the standards for the correct elaboration of beverages.
-Knowledge about the origin of the coffee, the phases of transformation of the grain and how they impact the final drink.

-Vodafone telemarketer in cross sales campaigns, retention, loyalty and customer service.
-Receiving and issuing calls answering queries, providing information and advice, and selling good and services.
-Handling effectively and appropriately all customer enquiries, complaints, price objections
-Advising the customer at all times, helping them steer towards a decision.
-Creating opportunities to up-sell.
-Time management skills to ensure calls are carried out on time and without becoming distracted.
-Back Office managing orders and resolving incidents.
-Review of orders processed.
-Maintaining operations by following policies and procedures; reporting needed changes.

OVERVIEW
-Describe the concepts and emerging models of digital marketing.
-Demonstrate my knowledge of how different models of digital marketing operate in different business and marketing settings.
-Demonstrate the role of digital marketing within the wider marketing context.
-Apply innovative and integrated digital marketing skills to a variety of marketing settings.
-Use a variety of digital social media tools to develop and implement a social media marketing campaign.
-Design an appropriate digital marketing mix having researched and analysed the objectives of a campaign and the opportunities available.
-Demonstrate an ability to function effectively as part of a team and also independently.

COURSE CONTENT
• Knowledge to be able to compare websites effectively.
• Learn of the technologies used to promote an online marketing presence.
• Learn to develop marketing strategies used in the electronic world.
• Understanding of social media strategies.