Spanish Bilingual - CSR

We are seeking a highly motivated Spanish Bilingual Customer Service Representative to provide excellent customer support to Spanish- and English-speaking clients. The role involves handling inquiries, resolving concerns, and ensuring a positive customer experience across various communication channels.

Key Responsibilities:

• Handle inbound and/or outbound customer interactions via phone, email, or chat in both Spanish and English

• Provide accurate information regarding products, services, policies, and procedures

• Resolve customer complaints and concerns in a timely and professional manner

• Document customer interactions in the system accurately

• Escalate complex issues to appropriate teams when necessary

• Meet or exceed performance metrics (e.g., CSAT, AHT, FCR)

• Maintain a high level of professionalism and empathy in all interactions

Qualifications:

• Fluent in Spanish and English (written and verbal)

• At least high school diploma or equivalent; college degree preferred

• Minimum 6 months to 2 years of customer service experience (BPO experience is an advantage)

• Strong communication, problem-solving, and interpersonal skills

• Ability to multitask and work in a fast-paced environment

• Proficient in basic computer applications and CRM tools

Preferred Qualifications:

• Experience in handling international or multicultural customers

• Background in industries such as healthcare, finance, or e-commerce (depending on account)

• Familiarity with customer support tools (e.g., Zendesk, Salesforce)