Inbound Customer Service Representative
Full-time Inbound Customer Service Representative (English & Spanish):
Languages:
- Target languages for hiring: English & Spanish (Bilingual).
- Core work: Handle inbound calls, live chats, and ticketing inquiries to deliver exceptional customer support for global users.
Shift Requirements:
- Rotational shifts.
- Local Time (e.g., UTC-5 / UTC+5).
- 24/7 Coverage.
- Monday to Sunday.
Job Requirements:
- Native or near-native proficiency in both English and Spanish, with excellent verbal and written communication skills capable of handling complex customer scenarios.
- Exceptional customer-service mindset, high emotional intelligence, and strong active listening skills; able to remain patient and professional under pressure.
- Strong problem-solving ability, with a logical approach to troubleshooting customer issues and de-escalating tense situations efficiently.
- Familiarity with CRM systems (e.g., Zendesk, Salesforce) and Call Center software, with fast typing speed and accurate data entry skills.
- Industry experience preferred: Prior experience in inbound call center, e-commerce support, or BPO environments is highly preferred.
Job Responsibilities:
- Answer incoming customer calls, manage live chat messages, and respond to email tickets in English and Spanish, providing timely and accurate assistance.
- Identify customer needs, troubleshoot service or product issues, log inquiries accurately in the CRM, and effectively resolve customer complaints.
- Assist customers with account inquiries, order tracking, billing issues, exchanges/returns, and policy explanations according to Standard Operating Procedures (SOPs).
- Adhere to call quality standards and security guidelines, while actively providing feedback to help update training materials and FAQs.
Location: Remote - Anywhere
Skills required for this job:
- Business process outsourcing (BPO)
- Call management software
- Customer relationship management (CRM)
- Customer service
- E-commerce customer support
- Inbound customer service