Bilingual Customer Service Representative

About the role

We are looking for a Bilingual Customer Service Representative to join our call centre team. In this role you will act as the primary point of contact for English‑ and Spanish‑speaking customers, providing accurate information, resolving issues efficiently, and ensuring a high level of satisfaction.

Key responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to inquiries across multiple communication channels.
• Investigate and resolve customer complaints, escalating when necessary.
• Process orders, forms, applications, and requests accurately.
• Record interactions, transactions, comments, and complaints in the system.
• Collaborate with colleagues to ensure seamless service delivery.
• Meet individual and team performance targets, including call handling metrics.

Required profile

• High school diploma or higher.
• Previous experience in customer support or a call‑centre environment.
• Excellent listening skills with an empathetic tone.
• Ability to stay calm under pressure and handle stressed customers.
• Strong conflict‑resolution and negotiation abilities.
• Effective multitasking, prioritisation, and time‑management skills.

Required skills

• Proficiency with CRM systems.
• Strong command of Microsoft Office applications.
• Excellent written and spoken English.
• Excellent written and spoken Spanish.