Job Details

About the Role:

The Bilingual Customer Service Representative plays a critical role in delivering exceptional support and service to a diverse customer base across the United States. This position requires effective communication in both English and a second language to address customer inquiries, resolve issues, and provide accurate information about products and services. The representative will serve as a primary point of contact, ensuring customer satisfaction by handling requests promptly and professionally. By understanding customer needs and providing tailored solutions, the role contributes directly to customer retention and brand loyalty. Additionally, the representative will collaborate with internal teams to escalate complex issues and improve overall service quality.

Minimum Qualifications:

• Fluency in English and at least one additional language commonly spoken in the United States.
• High school diploma or equivalent.
• Proven experience in a customer service role, preferably in a bilingual capacity.
• Strong verbal and written communication skills in both languages.
• Basic computer proficiency, including experience with CRM software and Microsoft Office.

Preferred Qualifications:

• Associate's or Bachelor's degree in Communications, Business, or a related field.
• Experience working in a call center or customer support environment.
• Familiarity with the company's industry or product line.
• Additional language skills beyond the required two languages.
• Training or certification in customer service or conflict resolution.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, or chat in both English and the second language.
• Assist customers with product information, order processing, billing questions, and technical support as needed.
• Identify and resolve customer issues by troubleshooting problems and providing appropriate solutions or escalating when necessary.
• Maintain accurate and detailed records of customer interactions and transactions in the company's CRM system.
• Collaborate with team members and other departments to ensure consistent and high-quality customer service delivery.

Skills:

The required bilingual communication skills enable the representative to effectively engage with customers from diverse linguistic backgrounds, ensuring clear understanding and resolution of their needs. Strong interpersonal and problem-solving skills are essential for managing challenging situations and delivering positive outcomes. Proficiency with CRM software and other digital tools allows for efficient tracking and management of customer interactions. Preferred skills such as additional language abilities and industry knowledge enhance the representative's capacity to provide specialized support and contribute to continuous service improvement. Overall, these skills combine to create a responsive, empathetic, and knowledgeable customer service experience that fosters trust and satisfaction.