Remote Spanish Bilingual Call Center Associate
On-siteManila, Metro Manila, Philippines or PH
Job Summary
Handle inbound and outbound calls and respond to customer inquiries via phone, email, and chat with professionalism and empathy. Understand customer needs, research internal systems to resolve issues, and coordinate with departments as needed. Provide accurate, timely solutions while following client-specific processes, scripts, and compliance protocols. Use technology platforms to manage accounts, document interactions, and ensure first-contact resolution through effective problem-solving. Escalate unresolved concerns to the appropriate team or supervisor. Stay current with training materials, system updates, and product knowledge. Maintain confidentiality and protect customer data. Meet attendance, schedule, and performance expectations. Support additional duties as needed to meet business objectives.
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
- Typing speed of 40+ WPM with 95% accuracy
- Grammar assessment score ≥ 85% and comprehension score ≥ 90%
- Strong written and verbal communication skills
- 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
- Team-oriented with excellent interpersonal skills
- 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 with CRM platforms is a plus
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Subject to the program and location of the position.
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint.
- Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
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