Bilingual Customer Service Representative (English/Spanish)

About the role

The Customer Service Representative will join a dedicated service team to provide professional assistance to customers and internal employees via phone. The role focuses on handling inquiries, troubleshooting issues, and ensuring high levels of satisfaction while adhering to established procedures and service level agreements.

Key responsibilities

• Serve as the first point of contact for customers, delivering timely and accurate responses to questions and requests.
• Answer telephone calls, document inquiries and resolutions, and conduct research to resolve issues efficiently.
• Process cases through the case management system, managing the full lifecycle of each ticket.
• Follow the assigned schedule to cover operational hours and meet workload commitments.
• Assist employees in navigating self‑service resources and provide guidance on new processes when required.
• Maintain and update standard operating procedures and related documentation.
• Comply with all KPI, SLA, and data protection guidelines defined by the client.

Required profile

• Minimum 1 year of experience in a shared service or contact‑center environment.
• Fluent oral and written English and Spanish (C1 level or higher).
• High school diploma or equivalent.
• Ability to work independently in a fast‑paced setting and manage multiple priorities.
• Strong critical‑thinking and problem‑solving abilities.
• Excellent interpersonal skills and a positive, collaborative attitude.
• Capability to handle confidential information responsibly.

Required skills

• Proficiency with Microsoft Office applications.