Bilingual Customer Service Representative, English/Spanish

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

📋 Description

• Deliver friendly and professional support through inbound and outbound calls, emails, and chat communications.

• Act as the primary contact for customer inquiries and support related to youth development programs and their associated services.

• Assist customers, parents, and guardians with registration processes by clarifying program information, collecting required details, and ensuring accurate submissions.

• Provide precise information about programs, schedules, policies, and available services.

• Efficiently and professionally resolve customer issues.

• When necessary, escalate complex or unresolved issues to the appropriate department.

• Accurately log customer interactions, notes, registrations, and updates in CRM systems and internal tools.

• Support parents, guardians, and participants with registrations, concerns, and general customer support inquiries.

• Maintain standards of productivity, quality, professionalism, and attendance.

• Consistently communicate with management and team members.

⛳️ Requirements

• A minimum of 2+ years in customer service, call center, or BPO experience is required.

• Proficient in Spanish communication, both written and verbal (mandatory).

• Strong English communication skills, both written and verbal.

• Possess a professional and confident telephone demeanor.

• Experience managing a high volume of customer interactions.

• Strong customer service and interpersonal abilities.

• Excellent problem-solving and critical-thinking skills.

• Ability to remain calm, professional, and empathetic when dealing with challenging or sensitive customer situations.

• High attention to detail and accuracy is essential.

• Proficient with CRM systems, email platforms, Microsoft Office, Google Workspace, or similar business tools.

• Preferred typing speed of at least 30 words per minute.

• Capability to learn swiftly and adapt to changing procedures, systems, and client needs.

• Dependable attendance and punctuality are required.

• Willingness to work five days a week, including weekends, based on operational scheduling requirements.

• Ability to work independently in a remote setting while maintaining consistent communication with management and team members.

• Windows 11 or higher is required.

• Intel Core i5, 8th Generation or higher is preferred.

• Minimum of 128 GB HDD/SSD is preferred.

• USB noise-cancelling headset is necessary.

• An additional monitor is required.

• Ethernet connection is mandatory.

• Minimum download speed of 100 Mbps is required.

• Minimum upload speed of 25 Mbps is necessary.

• Latency must be under 75 ms.

• Jitter must be under 20 ms.

• Packet loss must be under 1%.

• Preferably, loaded latency should be under 150 ms.

• Preferably, loaded jitter should be under 30 ms.

• Ability to complete an internet speed test and/or equipment verification is required.

• Capability to endure extended periods of computer and headset usage.

• Ability to multitask across multiple systems while communicating with customers.

• A quiet, professional workspace free from excessive background noise and distractions is essential.

• Reliable access to electricity and internet connectivity during scheduled working hours is necessary.

• Consistent professionalism and adherence to company and client policies are required.

• Ability to meet established productivity, quality, customer service, and attendance standards.

• Ability to work independently while remaining responsive to supervisors and team members.

🏝️ Benefits

• Fully remote work arrangement.

• Candidates are responsible for providing their own equipment.

• No travel is required.