Customer Experience Specialist, Bilingual

Champion Customer Connections in Two Languages

Bring your bilingual expertise to the forefront of customer engagement. Seize an international opportunity where your skills in English and Spanish can make a lasting difference. In this role, you'll deliver world-class support, create positive customer experiences, and help shape the future of digital-first customer service while advancing your global career from home.

Job Description

As a Customer Experience Specialist, you'll provide empathetic, solutions-driven support across multiple channels. Using your bilingual fluency, you'll manage customer conversations, resolve payment-related queries, negotiate repayment plans, and ensure compliance with policies while driving satisfaction and loyalty.

Job Overview

Employment type: Full-time

Shift: Shifting schedule

Work setup: Permanent WFH

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• At least 2 years of relevant experience
• Bilingual fluency in English and Spanish (written and verbal)
• Demonstrated experience in collections, with the ability to manage sensitive financial conversations tactfully
• Proven ability to manage multiple customer interactions across digital channels
• Strong self-motivation, adaptability, and problem-solving skills
• Proficiency with web-based tools and systems for customer interaction and documentation
• Reliability to meet dynamic business needs and performance targets

Your Daily Tasks

• Leverage exceptional bilingual (English & Spanish) communication skills to engage with customers via email, SMS, live chat, and phone with empathy and clarity
• Utilise effective negotiation techniques to secure payments while maintaining positive relationships
• Handle inbound communications across multiple channels, focusing on payment-related queries and solutions
• Strive to resolve inquiries at the first point of contact to reduce follow-ups
• Assess and understand customer situations to guide them toward favorable resolutions
• Apply collections expertise to assist customers in creating and committing to repayment plans aligned with their circumstances and company goals
• Accurately document all communications, payment commitments, and resolutions for audit and reporting purposes
• Ensure compliance with all relevant laws, regulations, policies, and procedures
• Meet and exceed performance metrics including first-contact resolution, response times, QA scores, collections performance, and customer satisfaction
• Identify and recommend process or technology improvements based on customer interactions
• Handle challenging conversations with professionalism while maintaining a respectful tone
• Participate in ongoing training to strengthen bilingual communication, negotiation, and collections skills
• Collaborate cross-functionally to support operational excellence and overall customer success

About the Client

Our client is a leading digital-first collections platform that redefines debt recovery with empathy, transparency, and technology. Operating across multiple countries, they combine human-centered service with innovative tools to make every customer interaction respectful and effective. Their mission is to turn challenging financial situations into positive experiences, setting a new standard in customer care.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra