Respond to inbound and outbound customer interactions in Spanish and English (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