Perform bilingual screening, answer to incoming or make outgoing calls from/to the customers to address their concerns, answer questions and inquiries, set up appointments, troubleshoot problems, provide information and handle complaints regarding the organization’s products or services accordingly. Responsibilities include : English level C1 or better. Having conversations with customers professionally and responding to customer inquiries and complaints. Researching required information using available resources. Handling and resolving customer questions regarding products or customer service problems and situations as needed. Providing customers with the organization’s service and product information. Processing forms, orders, and applications requested by the customers. Identifying, escalating priority issues and reporting to the high-level management. Routing inbound calls to the appropriate resources. Following up complicated customer calls where required. Completing call notes and call reports as necessary and updating them in the CRM software. Job Requirements: High school diploma Excellent communication skills, including verbal, reading and written skills Ability to work with others Good computer skills Multi-tasking skills Excellent people skills