Bilingual Customer Experience Specialist

Resolv Global; Galapa; Presencial; COP 9.999.999.999; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Two 15-minute breaks

One 1-hour lunch break

On-site in Barranquilla, Colombia

Descripción de la vacante

Resolv Global in Barranquilla is seeking a bilingual English/Spanish Customer Experience Specialist to support customers of a global fitness, health, and lifestyle brand across phone, email, and live chat.

This on-site role requires empathetic, patient communication, accurate documentation in our systems, and the ability to switch between English and Spanish as needed; schedule is 6:00 AM – 3:00 PM MST, Monday to Friday, with two breaks and a one-hour lunch.

Formación

• Fluent in English and Spanish, written and spoken.
• Experience in customer service or contact centers preferred.
• On-site Barranquilla residency required.

Responsabilidades

• Handle inbound and outbound customer interactions via phone, email, and live chat.
• Assist customers with account and membership inquiries.
• Support membership retention and cancellation requests with empathy.
• Help customers with orders, status, tracking, and coupons.
• Investigate concerns and provide timely resolutions.
• Explain policies and solutions clearly.
• Document interactions in systems accurately.
• Maintain a professional, customer-focused approach.
• Escalate complex issues while owning the experience.
• Switch between English and Spanish as needed.

Conocimientos

Bilingual EN/ES

Customer service

Communication skills

Empathy

Herramientas

CRM systems

Descripción del empleo

Do you enjoy helping people, solving problems, and creating a great customer experience? We’re looking for a bilingual English/Spanish Customer Experience Specialist to join our on-site team in Barranquilla and support customers of a global fitness, health, and lifestyle brand. This role is ideal for someone confident communicating in both English and Spanish, comfortable navigating different types of customer requests, and able to turn a potentially frustrating situation into a positive experience. You’ll support customers across phone, email, and live chat, helping with everything from memberships and accounts to orders, payments, promotions, and general product questions. If you’re naturally helpful, patient, detail-oriented, and comfortable having customer conversations in English, we’d love to hear from you.

What You’ll Do

• Handle inbound and outbound customer interactions through phone, email, and live chat.
• Assist customers with account and membership inquiries.
• Support membership retention and cancellation requests, using empathy and strong communication skills.
• Help customers with orders, order status, tracking, and coupon codes.
• Investigate customer concerns and provide accurate, timely resolutions.
• Clearly explain policies, processes, and available solutions.
• Document customer interactions accurately in the appropriate systems.
• Maintain a professional, positive, and customer-focused approach across every interaction.
• Escalate complex issues when appropriate while taking ownership of the customer experience.
• Switch comfortably between English and Spanish based on the customer's needs.

Schedule & Breaks

Monday – Friday

• 6:00 AM – 3:00 PM MST

The shift includes:

• Two 15-minute paid breaks
• One 1-hour lunch break
• On-site in Barranquilla, Colombia

Contract & Compensation

• $5.75 USD per hour
• Paid weekly in arrears
• Independent contractor position

Hiring Process

To ensure fairness and consistency, all applicants must complete every stage of the hiring process.

• Resume Review
• Pre-Screen Questionnaire
• One-Way Video Interview
• Live Interview
• Final Interview

Please Note

• English resumes are required for this role
• Strong English communication skills are essential

Requirements

What We’re Looking For

• Fluent English and Spanish communication skills, both written and verbal.
• Previous experience in customer service, call centers, BPO, contact centers, sales, retention, or a similar customer-facing environment is preferred.
• Strong verbal and written communication.
• Comfortable handling customer questions, concerns, and objections.
• Empathetic, patient, and solution-oriented.
• Strong attention to detail.
• Comfortable working across multiple systems and communication channels.
• Able to work independently while also contributing to a team environment.
• Reliable attendance and punctuality.
• Comfortable working on-site in Barranquilla.
• Willingness to work the required schedule of 6:00 AM – 3:00 PM MST, Monday through Friday.