Bilingual Swap Specialist
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Job Description
Bilingual Swap Specialist at Powerfleet responsible for processing device swaps and resolving issues. Collaborating across teams in a fast-paced global SaaS setting.
Responsibilities:
- Process replacement and swap orders accurately, ensuring compliance with established service level agreements (SLAs)
- Monitor and manage order queues daily, ensuring all cases are actioned promptly
- Handle inbound and outbound customer communications (phone and email) regarding replacement requests, order status, and case updates
- Create, update, and maintain accurate case records in Salesforce or other case management systems
- Meet defined productivity, quality, and customer satisfaction KPIs
- Collaborate with cross-functional teams to resolve complex cases and improve operational workflows
- Support internal teams with issue resolution and execution of operational processes
- Contribute to the continuous improvement of support documentation and knowledge base
Requirements:
- 1–3 years of experience in customer service, call center operations, or case management environments
- Living in Merida, Yucatán (position is remote, but occasional team gatherings at the office)
- Proven ability to work in fast-paced, high-volume operational settings
- Strong proficiency in Microsoft Office or Google Workspace (Excel/Google Sheets preferred)
- High level of accuracy and attention to detail in data entry and case handling
- Ability to multitask across calls, emails, chats, and case queues simultaneously
- Excellent written and verbal communication skills
- Advanced English proficiency (spoken and written), with the ability to work effectively with customers and cross-functional teams
- Strong organizational skills, with the ability to prioritize urgent tasks while maintaining accuracy
- Team-oriented mindset with a positive attitude and focus on continuous improvement
Benefits:
- Health insurance
- Flexible working hours
- Professional development opportunities
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