Work-at-Home Bilingual Spanish Call Center Agent
On-siteManila, Metro Manila, Philippines or PH
Job Summary
Manage inbound and outbound calls, email, and live chat interactions while resolving customer concerns and providing accurate information. Understand customer needs, research internal systems to locate missing information, and collaborate with departments as needed. Follow client-specific scripts, policies, and procedures to ensure first-contact resolution. Escalate unresolved issues to supervisors and maintain confidentiality by complying with data protection standards. Stay current with training materials, system updates, and program changes while using technology platforms to complete tasks and maintain accurate records. 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
Desired Qualifications
- Experience with CRM platforms is a plus
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation
- Must be willing to submit to drug screening
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