Respond to inbound and outbound customer interactions in Spanish and English as they come in (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.

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.

Bilingual Customer Support Representative, Spanish-English

Key skills