Bilingual Customer Support Specialist — Hybrid & Growth

Cloudstaff; Bogotá ciudad; Híbrido; COP 18.000.000 - 28.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance (EPS)

Pension Coverage

Family Compensation Fund (CCF)

Occupational Risk Insurance (ARL)

Descripción de la vacante

Cloudstaff is seeking a bilingual Customer Service Representative to join our team in a hybrid role. You will support customers in English and Spanish, resolve inquiries, and contribute to high customer satisfaction.

The ideal candidate has at least 1 year of customer service experience, strong communication skills in both languages, and proficiency with CRM software and MS Office. This role offers growth opportunities and a collaborative office environment.

Formación

• Fluent in both Spanish and English (verbal and written).
• 1+ year of customer service experience preferred.
• Strong verbal and written communication in both languages.
• Proficiency with CRM software and MS Office.
• Ability to multitask and stay calm under pressure.
• Patience, empathy and a customer-first mindset.

Responsabilidades

• Respond promptly and professionally to customer inquiries via phone, email, or chat in both English and Spanish.
• Translate or switch seamlessly between English and Spanish depending on customer needs.
• Resolve customer complaints and issues with empathy and efficiency.
• Provide accurate information about products, services, policies, and procedures in the customer's language.
• Process orders, forms, applications, or requests as needed.
• Document customer interactions, transactions, and feedback in the CRM/ticketing system (typically in English for internal reporting).
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Identify and report recurring customer issues or trends.
• Meet individual and team performance metrics (e.g., AHT, CSAT, FCR, SLA adherence).
• Maintain up-to-date knowledge of company products, services, and promotions.
• Follow company policies, scripts, and quality assurance standards in both languages.

Conocimientos

Bilingual English/Spanish

Customer service experience

Verbal & written communication

Active listening

CRM proficiency

MS Office

Multitasking

Empathy

Herramientas

CRM software

MS Office

Descripción del empleo

Cloudstaff is seeking a bilingual Customer Service Representative to join our team in a hybrid role. You will support customers in English and Spanish, resolve inquiries, and contribute to high customer satisfaction.

The ideal candidate has at least 1 year of customer service experience, strong communication skills in both languages, and proficiency with CRM software and MS Office. This role offers growth opportunities and a collaborative office environment.