Remote Bilingual Customer Service Agent (Spanish)
On-siteManila, Metro Manila, Philippines or PH
Job Summary
Handle inbound and outbound calls, chats, and emails with professionalism and empathy, actively listening to customer concerns and providing accurate, timely solutions. Research and resolve account issues by coordinating with internal departments while following client-specific processes, scripts, and compliance protocols. Use CRM and support platforms to manage customer interactions, update records, and ensure first-contact resolution through effective troubleshooting. Escalate unresolved issues to supervisors when necessary and stay current with training materials, system updates, and product knowledge. Maintain confidentiality and protect customer data while meeting attendance, schedule, and performance expectations.
Required Qualifications
- Must be 18 years or older
- High school diploma or equivalent
- Fluent in Spanish and English (spoken and written)
- Minimum 6 months of experience in voice, email, and chat support as a Spanish-speaking agent
- Strong written and verbal communication skills
- Typing speed of 40+ WPM with 95% accuracy
- Grammar assessment score ≥ 85% and comprehension score ≥ 90%
- Familiarity with Windows PC applications and ability to learn new systems
- Basic proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Strong problem-solving, conflict resolution, and negotiation skills
- Ability to multitask, self-manage, and adapt to change
- Reliable with consistent attendance and punctuality
- Flexibility to work shifts, including weekends and holidays
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Experience in customer service, technical support, or administrative roles in a contact center environment
- Experience with CRM platforms
Additional Requirements
- Must be authorized to work in the country where the job is based.
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