Bilingual Customer Service Representative

2 days ago

Manila, National Capital Region, Philippines Bold Business LLC Full time
Job Summary

We're seeking a bilingual (English–Spanish), customer-focused, and highly organized Customer Service Representative to deliver exceptional support across multiple customer service programs. In this role, you will serve as a primary point of contact for customers, handling inbound and outbound communications while ensuring adherence to program-specific guidelines and service standards.

This position requires a confident communicator who thrives in a fast-paced environment, can resolve customer concerns with empathy and precision, and consistently meets performance expectations. You'll play a key role in maintaining customer satisfaction by providing timely, accurate, and professional support through phone, email, and chat channels.

Key Responsibilities
  • Handle incoming and outgoing customer calls in both English and Spanish.
  • Serve as a primary point of contact for customers across multiple service programs.
  • Respond promptly and professionally to customer inquiries via phone, email, and chat.
  • Resolve customer issues with empathy, accuracy, and efficiency while following established procedures.
  • Maintain accurate and detailed records of customer interactions in the CRM system.
  • Follow program-specific workflows, policies, and compliance guidelines.
  • Collaborate with team members and cross-functional departments to address customer needs.
  • Escalate complex or unresolved issues to the appropriate department when required.
  • Meet or exceed key performance metrics, including call quality, response time, and customer satisfaction scores.
Requirements
  • Fluent bilingual proficiency in English and Spanish (verbal and written).
  • Proven experience in customer service, call center, or contact center environments.
  • Strong communication and interpersonal skills with a customer-first mindset.
  • Excellent problem-solving skills and attention to detail.
  • Ability to multitask and work effectively in a fast-paced, dynamic environment.
  • Comfortable using CRM systems and customer support tools.
Preferred Qualifications
  • Experience supporting multiple customer service programs or clients.
  • Familiarity with performance metrics such as AHT, CSAT, or QA scores.
  • Experience working with omnichannel support (phone, email, chat).
What We Offer
  • 100% remote work setup
  • Competitive compensation
  • Stable, full-time opportunity
  • Supportive team environment with ongoing training
  • Clear performance expectations and growth opportunities

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