Bilingual Customer Service Representative (FULL-TIME)
On-siteSan Fernando, Central Luzon, Philippines
Job Summary
Handle inbound and outbound customer interactions in English and Spanish, listening to inquiries and troubleshooting basic technical issues regarding products, services, billing, and accounts. Provide effective solutions and build lasting relationships through professional, empathetic communication while identifying upsell opportunities. Utilize company systems to manage accounts, document interactions, and follow client-specific scripts and compliance requirements. Escalate complex concerns as needed and strive for first-contact resolution. Maintain quality, productivity, and schedule adherence while participating in ongoing training and team meetings. This on-site role in San Fernando supports diverse industries including healthcare, retail, and government, offering comprehensive training and pathways to advancement into supervision and operations management.
Required Qualifications
- Must be at least 18 years of age
- High school diploma or equivalent
- Fluent in both English and Spanish
- Excellent verbal and written communication skills
- Experience using computers for data entry and customer support activities
- Ability to type accurately at a minimum of 20 words per minute
- Reliable wired high-speed internet connection (minimum download speed of 20 Mbps) for work-from-home programs where applicable
- Strong organizational, communication, and time management skills
- Basic proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook
- Comfortable working with Windows-based applications and learning new software systems
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent conflict resolution and interpersonal skills
- Customer-focused with empathy, patience, professionalism, and a genuine passion for helping others
- Ability to multitask, remain organized, and work independently in a fast-paced environment
- Dependable with excellent attendance and punctuality
- Strong team player who thrives in a collaborative environment
- Ability to work scheduled shifts, including the required training period
Desired Qualifications
- One year of experience in customer service, technical support, inside sales, back-office operations, live chat, administrative support, or a contact centre environment
- Previous experience supporting state or federal government programs
- Experience in retail, hospitality, food service, or other customer-facing roles
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