Spanish Speaking Customer Service Representative (Inbound & Outbound)
$17,000–$21,000 year
On-siteAngeles City, Central Luzon, Philippines
Job Summary
Handle inbound and outbound calls with professionalism, empathy, and efficiency while responding to customer inquiries via phone, email, and chat in both Spanish and English. Understand customer needs, research internal systems to resolve issues, and collaborate with other departments as needed. Follow client-specific processes, scripts, and compliance protocols to ensure first-contact resolution through effective problem-solving. Use technology platforms to manage accounts and document interactions, escalate unresolved concerns to the appropriate team or supervisor, and stay current with training materials, system updates, and product knowledge. Maintain confidentiality and protect customer data while meeting attendance, schedule, and performance expectations. Support additional duties as needed to meet business goals.
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
- Must be able to sit/stand for long periods while using a computer and telephone headset
- Must be able to move or exert force up to forty (40) pounds
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 background and security investigation results.
- Must be willing to submit to drug screening.
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