Bilingual (English/Spanish) Customer Service Representative

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

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Bilingual (English/Spanish) Customer Service Representative to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role?

Work Arrangement: Hybrid

Schedule: Morning Shift

We are looking for a Customer Service Representative to join our team. The ideal candidate will provide exceptional support to our customers while resolving inquiries and issues. This role offers opportunities for professional growth and the chance to make a significant impact on customer satisfaction.

Key Responsibilities

• espond 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 preferred 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

Qualifications and requirements:

• Fluent in both Spanish and English (verbal and written)
• 1+ year of customer service or related experience preferred
• Strong verbal and written communication skills in both languages
• Active listening and problem-solving abilities
• Proficiency in CRM software, MS Office, or relevant tools
• Ability to multitask and remain calm under pressure
• Patience, empathy, and a customer-first mindset

Non-negotiable skills and requirements:

• Fluent in both Spanish and English (verbal and written)
• 1+ year of customer service or related experience preferred
• Strong verbal and written communication skills in both languages
• Proficiency in CRM software, MS Office, or relevant tools

As part of your contract, we ensure all legally mandated benefits are covered—because your well-being is our priority! Here's what you can count on:

• Health Insurance (EPS)
• Pension Coverage
• Family Compensation Fund (CCF)
• Occupational Risk Insurance (ARL)

Exclusive Perks That Go Beyond

We believe in giving more than just the basics. With us, you’ll enjoy:

• Premium Health Insurance (Prepagada)
• Life Insurance, starting from your 16th day with us.
• Flexible Work Setup options—Hybrid, On-site, or Remote. (This can change according to the role you are applying to)
• Access to the CloudStaff Dream Points Program.
• Exciting Growth Opportunities to fuel your career aspirations

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.