Bilingual Customer Care Specialist, English & Spanish

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Deliver professional, personalized, and compassionate support through inbound calls, emails, and live chats in both English and Spanish.

• Actively listen to customers, assess their needs, and provide accurate, effective, and timely solutions.

• Take full ownership of customer inquiries, ensuring resolution and proper follow-up.

• Investigate and resolve issues related to order placement, modifications, shipping, billing, refunds, returns, and product information.

• Balance customer satisfaction with company policies and business goals.

• Identify opportunities to minimize repeat contacts and enhance the overall customer experience.

• Meet expectations for quality, productivity, accuracy, and customer service.

• Manage multiple systems and customer interactions while maintaining a keen attention to detail.

• Keep thorough and accurate documentation of all customer interactions.

• Handle sensitive customer and payment information in compliance with security and confidentiality standards.

• Adhere to assigned schedules diligently.

• Collaborate effectively with team members, supervisors, and internal departments.

• Engage in feedback sessions, coaching, and continuous professional growth.

• Adapt to new processes, technologies, and shifting business priorities.

• Support special projects and cross-functional initiatives as needed.

⛳️ Requirements

• Bilingual proficiency in English and Spanish is mandatory.

• Capability to read, speak, and write in English.

• Advanced English skills (C1 or C2) with exceptional verbal and written communication abilities.

• Advanced or native-level Spanish proficiency (C2 or equivalent).

• Flexibility to work during U.S. business hours, including weekends, holidays, and occasional overtime.

• Previous experience in a remote working environment.

• A quiet, private, distraction-free home workspace with no conflicting responsibilities during scheduled shifts.

• Minimum Internet Speed: 100 Mbps upload/download.

• At least 2 years of customer service experience in a contact center setting, preferably assisting U.S.-based customers.

• Experience managing customer interactions via phone, email, and/or live chat, with the ability to support all three channels.

• Minimum typing speed of 40 words per minute (WPM) with high accuracy.

• Experience in supporting U.S. retail, e-commerce, or consumer-facing businesses is highly preferred.

• Strong computer skills and capability to navigate multiple applications concurrently.

• Proven ability to work independently in a remote setting.

• Excellent organizational, time-management, and multitasking abilities.

• Quiet, private, distraction-free work environment.

• Reliable internet connection with a minimum of 100 Mbps download and upload speeds.

• Dependable electrical service.

• Ability to maintain confidentiality and safeguard customer information.

• Full availability and concentration during scheduled work hours.

🏝️ Benefits

• Quality assurance incentive programs that recognize service excellence.

• Incentives for perfect attendance.

• Employee recognition programs.

• Opportunities for career advancement and internal promotions.

• Continuous coaching, training, and professional development.

• Opportunities to build skills across customer care, quality assurance, training, and leadership functions.

• Exposure to international retail and e-commerce operations.

• 100% remote work opportunity.

• Elimination of daily commute or associated transportation costs.

• Company-provided computer equipment.

• Established work schedules that align with business needs.

• Statutory benefits in accordance with Costa Rican labor laws.

• Employee discounts on company merchandise.

• Opportunities for employee referral bonuses.

• Overtime opportunities based on operational requirements.

• Team engagement activities, recognition events, and employee celebrations.

• A collaborative and supportive international team environment.

• Private Medical Insurance.

• Employee Assistance Program.