Account Representative - Latin America

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.

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.

Schedule Requirements

• On-site presence is required at the office 3 days per week in the office and 2 days remotely. Work is full-time, Monday through Friday during standard working hours; day shift 7:00 AM to 5:00 PM.
• Candidates must be available to work within this timeframe.
• Some evening meetings may be required to accommodate various resource time zones. Quarterly and as-needed on-site team meetings will also be held. Participation is required.
• Ability to maintain a strict 96% (rolling 13-week) attendance and punctuality average.
• Office and remote workdays are subject to change at any time.

Physical Requirements

• 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.

Work Environment

• 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.