Manage different queues of inbound phone calls, emails, and chats in English and Spanish, taking complete ownership of each interaction from first contact through final resolution, including documentation and follow-up when required.
Resolve complex service scenarios, including billing inquiries, order placement or modification, exchanges, refunds, and system troubleshooting.
Navigate multiple internal systems simultaneously while meeting defined handle-time, quality, and compliance expectations.
Exercise sound judgment to balance customer satisfaction with business guidelines, ensuring fair and consistent outcomes.
Handle sensitive and confidential customer information with professionalism and discretion.
Collaborate cross-functionally and support offline tasks, special projects, or other departments during lower contact-volume periods.

Minimum 2 years of phone-based call center experience supporting a U.S. Retail and/or E-Commerce business.
Experience handling international customer calls, emails, and chats, preferably within a U.S. process.
C2-level English and Spanish proficiency (verbal and written).
Minimum 40 WPM typing speed.
Prior experience working in a remote environment.
Candidates with direct exposure to U.S. Retail or E-Commerce phone support will be prioritized.

Statutory benefits from the country.
Continuous remote work.
Holiday Pay according to the Law.
OT Pay according to the Law.
Referral Program
Get paid to work with Friends.
Regular Recognition, Social Activities, Monthly Events, and Birthday Celebrations – Mandatory Fun.

Bilingual Customer Care Specialist

Key skills