Senior Agent, Customer Service (Spanish Speaker)

Attend to all inquiries/issues from global customers on multiple channels including email, chat, voice, and social media. Liaise with both internal & external stakeholder e.g. product managers & the marketing team to handle complaints and feedback related to websites, products, platforms, and services, etc. Maintain a working knowledge of company products to effectively communicate with customers. Create and maintain strong relationships with company partners and external stakeholders. Escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures.