Customer Service Representative (Bilingual)

Archetype Infrastructure Solutions; Colombia; Presencial; COP 27.900.000 - 44.640.000; Jornada completa

Descripción de la vacante

Archetype Infrastructure Solutions is seeking a friendly, professional bilingual Customer Service Representative fluent in English and Spanish to assist customers through phone, email, and chat channels. You will handle inquiries, process orders, resolve issues, and document interactions in our CRM, maintaining high service standards in a fast-paced environment.

Weekend availability is required or strongly preferred, with shifts including evenings or non-standard hours as needed.

Formación

• Fluent in English and Spanish, both written and verbal.
• Previous customer service, call center, retail, hospitality, administrative, or related experience preferred.
• Excellent verbal and written communication skills.
• Strong listening, problem-solving, and conflict-resolution abilities.

Responsabilidades

• Provide professional and courteous customer service in both English and Spanish.
• Respond to customer inquiries by phone, email, chat, or other communication channels.
• Assist customers with orders, accounts, billing questions, service issues, and general requests.
• Resolve customer concerns efficiently while maintaining a positive customer experience.
• Accurately document customer interactions, requests, and resolutions in company systems.
• Escalate complex issues to the appropriate department or supervisor.
• Follow established customer service policies, procedures, and quality standards.

Conocimientos

Bilingual English/Spanish

Verbal communication

Written communication

Listening

Problem solving

Conflict resolution

Time management

Teamwork

Attention to detail

Herramientas

CRM software

Descripción del empleo

Position Summary

We are seeking a friendly, professional, and customer-focused Bilingual Customer Service Representative to assist customers with questions, requests, account issues, and general support. The ideal candidate is fluent in English and Spanish, communicates clearly, and is comfortable working in a fast-paced environment.

The successful candidate must be flexible and available to work weekends as needed, including Saturday and/or Sunday shifts.

Key Responsibilities

• Provide professional and courteous customer service in both English and Spanish
• Respond to customer inquiries by phone, email, chat, or other communication channels
• Assist customers with orders, accounts, billing questions, service issues, and general requests
• Resolve customer concerns efficiently while maintaining a positive customer experience
• Accurately document customer interactions, requests, and resolutions in company systems
• Escalate complex issues to the appropriate department or supervisor
• Follow established customer service policies, procedures, and quality standards
• Maintain accurate customer information and protect confidential data
• Follow up with customers when necessary to ensure issues are fully resolved
• Meet established performance, quality, attendance, and customer satisfaction goals
• Work collaboratively with other departments to resolve customer issues
• Maintain a professional and positive attitude when handling challenging situations

Qualifications

• Fluent in English and Spanish, both written and verbal
• Previous customer service, call center, retail, hospitality, administrative, or related experience preferred
• Excellent verbal and written communication skills
• Strong listening, problem-solving, and conflict-resolution abilities
• Comfortable working with computers, email, chat platforms, and customer management systems
• Strong attention to detail and organizational skills
• Ability to multitask and prioritize work in a fast-paced environment
• Professional, dependable, and customer-focused attitude
• Ability to work independently and as part of a team

Schedule Requirements

• Weekend availability is required or strongly preferred
• Must be willing to work Saturday and/or Sunday shifts based on business needs
• Schedule may include evenings, holidays, or other non-standard hours depending on customer service coverage requirements
• Reliable attendance and punctuality are essential

Preferred Qualifications

• 1+ year of customer service experience
• Previous experience in a bilingual customer service or call center environment
• Experience with CRM, ticketing, or customer support software

• Experience handling high-volume customer inquiries
• Experience working with Spanish-speaking customers in a professional setting

Key Competencies

• Bilingual communication
• Customer service
• Active listening
• Problem solving
• Conflict resolution
• Professionalism
• Patience and empathy
• Attention to detail
• Time management
• Teamwork
• Adaptability

What We Offer

• Competitive compensation
• Opportunities for professional growth
• Training and development
• Supportive team environment
• Opportunities for additional hours based on business needs
• Comprehensive benefits package, if applicable

Equal Opportunity Employer

We are committed to providing equal employment opportunities to all qualified applicants and maintaining a workplace free from discrimination and harassment.