Bilingual Customer Service Representative

About the role

The Customer Service Representative will join a dedicated service team to handle inbound inquiries, provide accurate information, and ensure high levels of customer satisfaction. This position works primarily via phone calls, acting as the first point of contact for customers and employees.

Key responsibilities

• Answer telephone calls, document inquiries, and resolve issues promptly.
• Process cases through the case management system, following all lifecycle steps.
• Adhere to scheduled hours of operation and meet assigned KPIs and SLAs.
• Assist employees in navigating self‑service resources and company portals.
• Support new processes when officially added to the service scope.
• Maintain and update SOP documentation and related project materials.

Required profile

• Minimum 1 year experience in a shared service or contact‑center environment.
• High school diploma or equivalent.
• Fluent oral and written English and Spanish (C1 level or higher).
• Ability to work independently in a fast‑paced setting and manage multiple priorities.
• Strong critical‑thinking and problem‑solving abilities.

Required skills

• Proficiency with Microsoft Office applications.

What we offer

• Opportunity to develop bilingual customer‑service expertise.
• Collaborative team environment with clear performance metrics.