Bilingual Customer Support Representative, Spanish-English
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Job Description
Bilingual Customer Support Representative handling customer inquiries via phone, email, and chat in Spanish and English. Responsible for real-time communication, issue resolution, and documentation with a focus on customer experience.
Responsibilities:
- Respond to inbound and outbound customer interactions in Spanish and English (calls, emails, chat)
- Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclear
- Resolve common issues immediately; escalate only when necessary with clear documentation
- Maintain control of conversations, especially when customers are confused or frustrated
- Switch between phone, email, and chat support throughout your shift without drop in quality
- Adjust tone and clarity depending on the customer’s language and level of understanding
- Translate or clarify information in real-time for Spanish-speaking customers when needed
- De-escalate tense situations without transferring the problem unless required
- Identify when a customer is at risk of dissatisfaction and adjust your approach to retain them
- Ensure each interaction ends with clarity—no unresolved confusion
- Log every interaction accurately in CRM systems immediately after handling it
- Track follow-ups and ensure no open cases are forgotten
- Maintain clean, structured records that another team member can understand instantly
Requirements:
- Fluent in Spanish and English (written and spoken) — must be able to switch mid-conversation without hesitation
- Minimum 1–2 years in a customer-facing role (call center, support, or service-based)
- Proven ability to handle real-time conversations (voice required)
- Comfortable managing multiple tickets or conversations simultaneously
- Strong ability to explain complex information clearly in both languages
- Must operate independently—you are expected to resolve issues without constant supervision
- High accountability in documentation and follow-through—missed follow-ups are not acceptable
Benefits:
- Paid Time Off (PTO)
- Fully Remote Work
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