Bilingual Customer Experience Specialist

Resolv Global; Perímetro Urbano Barranquilla; Presencial; COP 20.350.000 - 28.983.000; Jornada completa

Descripción de la vacante

Resolv Global in Barranquilla, Colombia is seeking a bilingual English/Spanish Customer Experience Specialist to join our on-site team and support customers of a global fitness, health, and lifestyle brand.

This role requires confident communication in both English and Spanish, navigating various customer requests, turning frustration into positive experiences, and supporting across phone, email, and live chat. On-site presence in Barranquilla is required.

Formación

• Fluent English and Spanish communication skills, both written and verbal.
• Previous experience in customer service, call centers, BPO, or similar environment is preferred.
• Strong verbal and written communication.
• Comfortable handling inquiries, concerns, and objections.
• Empathetic, patient, and solution-oriented.
• Strong attention to detail.
• Able to work across multiple systems and channels.
• Independent while contributing to a team.
• Reliable attendance and punctuality.
• On-site in Barranquilla, Colombia.
• Willingness to work 6:00 AM – 3:00 PM MST.

Responsabilidades

• Handle inbound and outbound interactions via phone, email, and live chat.
• Assist customers with accounts, memberships, orders, and payments.
• Support retention and cancellation with empathy.
• Explain policies and available solutions clearly.
• Document interactions accurately in systems.
• Escalate complex issues when needed while owning the experience.
• Switch between English and Spanish as needed.

Conocimientos

Bilingual English/Spanish

Customer service

Call center experience

Empathy

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

• 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.