Bilingual Customer Service Representative (English & Spanish)

We are looking for a Bilingual Customer Service Representative (English & Spanish) to join our team and provide exceptional support to our customers. In this role, you will assist both English- and Spanish-speaking customers by delivering timely, accurate, and empathetic service across multiple communication channels. The ideal candidate is passionate about helping customers, enjoys problem-solving, and thrives in a fast-paced call center environment. You should be comfortable communicating with a diverse customer base while maintaining a high level of professionalism and customer satisfaction. Roles & Responsibilities: • Serve as the primary point of contact for English- and Spanish-speaking customers. • Provide outstanding customer support via phone, email, and other communication channels. • Resolve customer inquiries, concerns, and complaints in a professional and timely manner. • Contact customers to verify account information and resolve account-related issues. • Assist customers with order placement, modifications, cancellations, and refund requests. • Handle high-priority customer concerns and escalate complex cases to the appropriate internal or external teams when necessary. • Prioritize and manage customer cases to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. • Accurately document customer interactions and maintain detailed case records. • Collaborate with cross-functional teams to resolve customer issues and improve the overall customer experience. • Monitor daily workload and contribute to achieving individual and team performance goals.