Bilingual Customer Service Representative

About the Role

This is a fully remote, full-time opportunity for a customer-focused professional to deliver high-quality customer support by assisting customers in two languages across various communication channels.

Key Responsibilities

• Respond to customer inquiries by phone, email, live chat, and other communication channels in both required languages.
• Investigate and resolve customer complaints, troubleshoot issues, and provide appropriate solutions.
• Explain products, services, policies, and procedures clearly and accurately.
• Maintain accurate customer records and document all interactions in the customer service system.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Follow up with customers to confirm that their concerns have been addressed and that appropriate solutions have been provided.
• Protect confidential customer information and comply with applicable company policies and procedures.
• Meet established customer satisfaction, response time, and service quality targets.
• Collaborate with colleagues and other departments to ensure consistent support and an effective customer experience.

Requirements & Tech Stack

• English and a second required language (spoken and written). The second language is not specified and should be confirmed with the hiring team.
• Strong verbal and written communication, active listening, and interpersonal skills.
• Excellent customer service and problem-solving abilities.
• Basic computer skills and familiarity with email, web-based applications, and Customer Relationship Management (CRM) systems.
• Ability to manage multiple customer inquiries, prioritize tasks, and work independently.
• A reliable internet connection and a suitable workspace for remote work.
• Professionalism, patience, attention to detail, and a customer-focused approach.
• Basic computer skills.

Qualifications

• High school diploma or equivalent; additional education is an advantage.