Bilingual Customer Experience Agent (Spanish/French)

Who We Are

Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines deep operational expertise with top offshore talent to deliver consistent, high-quality outcomes for our clients.

We are currently hiring Bilingual Customer Experience Agent (Spanish/French) to support our growing global client base across e-commerce, SaaS, healthcare, and professional services. Our focus is on delivering scalable customer support solutions that enhance customer experience and operational efficiency.

What You'll Do

As a Bilingual Customer Support Representative, you will:

Handle customer inquiries across phone, email, and chat in English and one additional language (Spanish or French).
Assist customers with product information, order status, billing concerns, tracking, returns, exchanges, and general account support.
Investigate, troubleshoot, and resolve customer issues by identifying root causes and providing clear solutions.
Ensure accurate documentation of all customer interactions in CRM or support tools.
Stay updated on processes, policies, and product information to provide consistent and accurate support.
Meet performance expectations related to quality, responsiveness, and customer satisfaction.

Who You Are

We're looking for candidates who:

Have at least 2 years of experience in customer service or any customer-facing support role.
Are fluent in English and either Spanish or French (spoken and written).
Have strong communication skills with the ability to explain solutions clearly and professionally.
Are customer-focused, empathetic, and solution-oriented.
Can handle multiple channels and tasks in a fast-paced environment.
Have experience using tools such as Zendesk, Salesforce, Shopify, or similar platforms (a plus, not required).

Technical Requirements

Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection.
Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
- Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on.
- Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled.
- RAM: Minimum 8 GB (16 GB preferred)
Noise-canceling headset
Power and internet backup required

Rates and Expectations

Work Setup: Remote
Employment Type: Full-Time
Compensation: Competitive, based on experience and language proficiency
Schedule: US business hours (depending on account assignment)
Channel Support: Omni-channel (phone, email, chat)

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.