Bilingual Account Representative - Latin America

Job Summary

The Account Representative is an administrative position that interfaces with internal and external customers on service-related issues. The representative works with various service-related reports to ensure required activities are fulfilled and resolved in a timely manner. This position is responsible for dealing with Latin America repair centers, retailers, wholesalers, and end users by providing them with personalized service and assisting them with escalated issues, credits, etc. The Account Representative will be responsible for Latin American after-sales service, requiring bilingual fluency in English/Spanish, both written and verbal.  

Duties/Responsibilities

• Interact with customers via email, online chat, telephone or in person to provide support and information on products or services.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Responsible for managing a variety of reports to ensure accurate tracking and performance monitoring. 
• Interact effectively with repair centers, retailers, wholesalers, and end users to provide seamless customer support and resolve issues. 
• Support retail customers by contacting them on a regular basis to provide them with information regarding their service orders, credits requests, etc. 
• Analyze petitions and complaints of customers and retailers / distributors and generate a formal written response of the company for legal procedures based on Acer’s Warranty Policy and local customer’s law. 
• Act as overall coordinator with other departments. 
• Focal point for issues escalation for wholesalers and retailers. 
• Collects, follows up and enters orders for new or additional products or services.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensure that appropriate actions are taken to resolve customers’ problems and concerns.
• Actively participates in decision making process for the establishment of external suppliers. 
• Maintain and update databases with precision to support operational efficiency and data integrity. 
• Oversee customer mailings, ensuring timely communication and delivery of information to clients.
• Receive and answers service inquiries via e-mail specifically warranty validation requests. 
• Reads and evaluates service repair reports and approves them based on given guidelines. 
• Performs other related duties as assigned.

Required Skills/Abilities

• Excellent communication skills including active listening.
• Must possess excellent written and oral communication skills in English and Spanish.
• Service-oriented and able to resolve customer grievances.
• Must have excellent interpersonal skills. The ability to work in a collaborative team environment is expected. 
• Proficient computer skills with the ability to learn new software.
• Basic financial knowledge such as processing adjustment sheets and reviewing account statements. 
• Knowledge in Microsoft Office: Word, Excel, PowerPoint, Outlook 
• Self-motivated with ability to multi-task.  
• Have a good understanding of company policies and procedures. 
• Demonstrated ability to remain composed and professional in high-pressure situations while consistently showing empathy and understanding toward customers.
• Proven track record of meeting project deadlines and following through on commitments with accuracy and efficiency.
• Regular attendance and punctuality are required. 
• Must comply with customer data confidentiality and business security measures and regulations.     
• A 100% wired Ethernet connection is mandatory for remote work to ensure consistent and high-quality connectivity. Acer is not responsible for providing internet access or covering any related expenses.

Education and Experience

• High School graduate with at least 1year of administrative related work and customer service experience (corporate and one to one). 

Schedule Requirements

• Preference will be given to candidates within commuting distance of our Temple, TX location. Highly qualified remote candidates are welcome to apply.
• Work is performed full-time, Monday through Friday during standard working hours - day shift as we encourage team collaboration.  
• Local candidates are expected to perform work functions at the office 3 days per week + 2 days per week working remotely.
• Some evening meetings may be required to accommodate various resource time zones.
• Quarterly + as-needed on-site team meetings will also be held. Participation is required.
• Ability to maintain a 96% (rolling 13-week) attendance average.
• Office and remote workdays are subject to change at any time. 

Physical Requirements and Work Environment

• Prolonged periods sitting at a desk and working on a computer.
• Frequently required to use hands for keyboarding and telephone operation.
• Specific vision abilities required by this job include close vision and the ability to adjust focus. 
• Occasionally required to walk, stand and reach with their arms.
• Ability to communicate with peers and supervisors via telephone and in person.
• Must be able to lift up to 10 pounds at times. 
• While performing the duties of this job, the employee works in ambient room temperatures with lighting and traditional office equipment as found in a typical office environment.