Bilingual Customer Care Specialist – English, Spanish

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

📋 Description

• Oversee incoming phone calls, emails, and chats in both English and Spanish.

• Assume full responsibility for each customer interaction from initial contact to final resolution, including necessary documentation and follow-up.

• Address billing questions, assist with order placements or modifications, manage exchanges, process refunds, and troubleshoot system issues.

• Navigate various internal systems while adhering to handle-time, quality, and compliance standards.

• Ensure a balance between customer satisfaction and business guidelines to deliver fair and consistent outcomes.

• Manage sensitive and confidential customer information with professionalism and discretion.

• Work collaboratively across departments and assist with offline tasks, special projects, or other areas during periods of lower contact volume.

• Maintain professionalism, empathy, accuracy, focus, resilience, and consistent performance in a high-volume, phone-centric environment.

⛳️ Requirements

• Only candidates based in India will be considered.

• Exceptional active listening, verbal, and written communication skills in both English and Spanish.

• Ability to work effectively within a diverse team in a fast-paced, metrics-driven atmosphere.

• Strong organizational abilities to manage time, priorities, and detailed documentation.

• Proficient analytical thinking and decision-making skills.

• Proven reliability, accountability, and a team-oriented attitude.

• At least 2 years of experience in a phone-based call center role supporting a U.S. Retail and/or E-Commerce business.

• Experience managing international customer calls, emails, and chats, preferably within a U.S. framework.

• C2-level proficiency in English and Spanish (both verbal and written).

• Minimum typing speed of 40 WPM.

• Previous experience working in a remote setting.

• A quiet, private, and distraction-free home office without conflicting responsibilities during scheduled shifts.

• Minimum internet speed requirement of 100 Mbps for both upload and download.

• Access to 9 hours of power backup to ensure uninterrupted connectivity.

• Availability to support U.S. business hours, including weekends, holidays, and potential overtime based on business needs.

🏝️ Benefits

• Company-sponsored medical insurance for employees and their family members.

• Company-sponsored life insurance for employees.

• Company-sponsored group personal accident insurance for employees.

• Company-sponsored gratuity benefit.

• Ongoing remote work opportunities.

• Hardship allowance paid in addition to the employee’s monthly salary.

• Extended hardship allowance paid on top of the employee’s monthly salary.

• Paid vacation/earned leave.

• Maternity leave, compensatory off leave, bereavement leave, and paternity leave according to applicable norms.

• Holiday pay.

• Referral program - earn rewards for working with friends.

• Regular recognition, social activities, monthly events, and birthday celebrations.