Spanish Bilingual, Taguig

• Spanish Bilingual Customer Service Representative (CSR)

Job Summary:

• The Spanish Bilingual Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing exceptional support in both English and Spanish. This role involves communicating with customers via phone, email, or chat while ensuring high levels of customer satisfaction and adherence to company policies.

Key Responsibilities:

• Handle inbound and/or outbound customer interactions in English and Spanish
• Assist customers with inquiries, concerns, and service requests
• Resolve product or service issues in a timely and professional manner
• Accurately document customer interactions in the system
• Follow company guidelines, processes, and quality standards
• Escalate complex issues to appropriate teams when necessary
• Maintain customer confidentiality and comply with data privacy policies
• Meet or exceed performance metrics such as CSAT, AHT, and productivity targets

Qualifications:

• High school diploma or equivalent required (college level preferred)
• Fluent in both Spanish and English (spoken and written)
• At least 12 years of customer service experience (BPO or call center experience preferred)
• Strong communication and interpersonal skills
• Ability to multitask and navigate multiple systems
• Willingness to work onsite and on shifting schedules

Preferred Skills:

• Experience in handling inbound calls, email, or chat support
• Familiarity with CRM tools (e.g., Salesforce, Zendesk)
• Strong problem-solving and conflict resolution skills
• Cultural awareness and sensitivity when dealing with Spanish-speaking customers

Work Setup:

• Location: Onsite
• Schedule: Shifting schedule with possible night shifts
• Rest Days: Rotational