We are seeking a bilingual (Spanish/English) Call Center Representative to join our remote customer support team. In this role, you will handle incoming and outgoing calls to assist customers with inquiries, issues, and services, ensuring a seamless and positive experience across both English and Spanish-speaking customer bases.
Key Responsibilities:
- Answer incoming calls, emails, or chats in both Spanish and English
- Provide accurate information regarding products, services, billing, and company policies
- Resolve customer complaints and concerns with patience, professionalism, and empathy
- Document all customer interactions in the CRM system
- Escalate complex or unresolved issues to appropriate departments when necessary
- Meet individual and team performance goals for call handling time, quality, and customer satisfaction
- Stay up to date on product knowledge, promotions, and procedural changes
- Communicate clearly and effectively in both Spanish and English
Qualifications:
- High school diploma or equivalent; additional education is a plus
- Proven experience in a call center or customer service role preferred
- Fluent in both Spanish and English (spoken and written)
- Excellent communication and active listening skills
- Comfortable using CRM software, VoIP systems, and other call center tools
- Strong problem-solving skills and attention to detail
- Ability to work independently in a remote environment
- Quiet home workspace with reliable internet connection
Work Environment:
- 100% remote position
- May require evening, weekend, or holiday availability depending on call center hours
- Fast-paced, multilingual customer service environment