Bilingual Customer Care Specialist, English & Spanish
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Job Description
Bilingual customer care specialist supporting U.S. customers of specialty medical and culinary apparel brands. Resolving orders, shipping, billing, returns, and product inquiries remotely from Costa Rica.
Responsibilities:
- Provide professional, personalized, and empathetic support through inbound phone calls, emails, and live chats in English and Spanish
- Listen to customers, identify needs, and deliver accurate, effective, and timely solutions
- Take end-to-end ownership of customer inquiries and ensure resolution and follow-up
- Research and resolve concerns involving order placement, modifications, shipping, billing, refunds, returns, and product information
- Balance customer satisfaction with company policies and business objectives
- Identify opportunities to prevent repeat contacts and improve customer experience
- Meet quality, productivity, accuracy, and customer service expectations
- Manage multiple systems and customer interactions while maintaining attention to detail
- Maintain accurate and complete documentation of customer interactions
- Handle sensitive customer and payment information according to security and confidentiality standards
- Adhere to assigned schedules
- Collaborate with team members, supervisors, and internal departments
- Participate in feedback, coaching, and continuous professional development
- Adapt to new processes, technologies, and business priorities
- Support special projects and cross-functional initiatives as required
Requirements:
- Bilingual (English & Spanish) is required
- Ability to read, speak, and write in English
- Advanced English proficiency (C1 or C2) with excellent verbal and written communication skills
- Advanced or native-level Spanish proficiency (C2 or equivalent)
- Flexibility to support U.S. business hours, including weekends, holidays, and occasional overtime
- Prior experience working in a remote environment
- Quiet, private, distraction-free home workspace with no conflicting responsibilities during scheduled shifts
- Minimum Internet Speed: 100 Mbps upload/download
- Minimum 2 years of customer service experience in a contact center environment, preferably supporting US-based customers
- Experience handling customer interactions through phone, email, and/or live chat, with ability to support all three channels
- Minimum typing speed of 40 words per minute (WPM) with strong accuracy
- Experience supporting US retail, e-commerce, or consumer-facing businesses is strongly preferred
- Strong computer proficiency and ability to navigate multiple applications simultaneously
- Experience working independently in a remote environment
- Strong organizational, time-management, and multitasking skills
- Quiet, private, distraction-free work environment
- Stable, reliable internet connection with minimum 100 Mbps download and upload speeds
- Reliable electrical service
- Ability to maintain confidentiality and protect customer information
- Full availability and focus during scheduled working hours
Benefits:
- Quality assurance incentive programs recognizing service excellence
- Perfect attendance incentives
- Employee recognition programs
- Career advancement and internal promotion opportunities
- Ongoing coaching, training, and professional development
- Opportunities to develop skills across customer care, quality assurance, training, and leadership functions
- Exposure to international retail and e-commerce operations
- 100% work-from-home opportunity
- No daily commute or associated transportation expenses
- Company-provided computer equipment
- Established work schedules aligned with business requirements
- Statutory benefits in accordance with Costa Rican labor law
- Employee discounts on company merchandise
- Employee referral bonus opportunities
- Overtime opportunities based on operational needs
- Team engagement activities, recognition events, and employee celebrations
- Collaborative and supportive international team environment
- Private Medical Insurance
- Employee Assistance Program
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