Spanish Customer Service Representative Remote

Foundever Brasil; United Kingdom; Remote; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Incentive programme

Recognition platform

Progression opportunities

Award-winning culture

Paid training

Equipment provided

Job summary

Foundever® is hiring a Customer Service Representative to support Kellogg's brands from a UK-based Work from Home setup. You will handle calls and emails in English and Spanish, resolve product questions, and use translation tools within a central database. Training is provided and the role includes a fixed-term 6-month contract with 37.5 hours per week.

Starting ASAP, paid training, and access to incentive programmes and recognition platforms are offered. Sponsorship is not available.

Qualifications

• Fluent English and Spanish required.
• Customer service experience essential.
• Retail sales experience preferred.
• Ability to build rapport and empathise with customers.
• Strong organizational skills.
• Proficiency with MS Word and Excel.
• Maintain composure under pressure on live calls.
• Self-motivated and able to work independently.
• Attention to detail in every consumer interaction.
• Ability to follow defined processes on live calls.

Responsibilities

• Respond with empathy to consumer inquiries within set timeframes.
• Develop product knowledge of Kellogg's, Pringles and Cheez-It products.
• Escalate complex issues to appropriate departments for timely resolution.
• Communicate professionally across channels.
• Document all interactions accurately.
• Maintain and update administrative records.
• Offer tailored solutions based on product knowledge.
• Meet or exceed quality monitoring standards.
• Facilitate English/Spanish translation as needed.
• Aim to meet daily/weekly performance targets.
• Complete additional tasks with training provided.

Skills

English & Spanish

Customer service

Retail experience

Rapport & empathy

Organizational skills

MS Word/Excel

Composure under pressure

Self-motivation

Attention to detail

Process adherence

Tools

MS Word/Excel

Job description

Key Details

Salary: £24,784.50 per annum, paid monthly

Benefits: Incentive programme, employee recognition platform, progression opportunities, and an award-winning culture!

Opening Hours: Shifts between Monday to Friday, 08:00 to 17:00 with occasional Sunday support on a rotational basis

Contract Type: 6 months fixed term, full-time (37.5 hours per week)

Location: Work from Home, UK-based only

Training: 2 weeks between Monday to Friday, 08:00 to 16:30 or 08:30 to 17:00 (fully paid)

Start Date: ASAP

Please note that we are unfortunately not able to offer sponsorship for this role.

What will I be doing?

As a Customer Service Representative with Foundever® and Kellanova, you'll deliver empathetic, professional support to consumers via both calls and emails. You'll support English and Spanish speaking customers, helping them with product questions, quality concerns, and general enquiries for iconic brands including Kellogg's cereals, Pringles, and Cheez-It.

We are dedicated to delivering exceptional service to our consumers and fostering genuine connections. We thrive in a dynamic environment where your outstanding communication skills will shine as you engage with consumers across various channels. You'll have the chance to leverage cutting‑edge AI‑powered translation tools that seamlessly integrate into our central database system. This is more than just a job; it's an opportunity to represent iconic brands and make a meaningful impact on consumer satisfaction!

Primary Responsibilities

• Respond with Empathy: Address all consumer inquiries within established timeframes, ensuring each interaction is personalised and empathetic.


• Product Expertise: Develop an in-depth understanding of Kellogg's, Pringles, and Cheez-It products and services to provide informed assistance.


• Effective Issue Escalation: Recognize when complex issues require escalation to the appropriate departments to ensure timely resolution.


• Professional Communication: Handle all correspondence professionally across various communication channels, maintaining a high standard of service.


• Accurate Documentation: Document all consumer interactions meticulously, adhering to established procedures to ensure consistency and quality.


• Administrative Record Maintenance: Maintain and update all necessary administrative records accurately to support operational efficiency.


• Tailored Solutions: Utilize comprehensive product knowledge to offer appropriate solutions that meet consumer needs.


• Quality Assurance: Meet and exceed quality monitoring standards to maintain the integrity of our service.


• Language Assistance: You will facilitate communication in English and Spanish as needed, utilizing available translation tools and communication channels.


• Performance Goals: Achieve and surpass daily and weekly performance targets, contributing positively to the team's success.


• Ad Hoc Tasks: Complete additional tasks as assigned, with full training provided to support your success in the role.

Who are we looking for?

• Excellent interpersonal and communication skills (verbal & written) to a fluent standard of English and Spanish, with an ability to personalise communications


• Demonstrated customer service experience or natural aptitude


• Past sales experience in a retail environment is preferred


• Ability to create genuine rapport and show empathy in consumer interactions


• Strong organisational abilities


• Proficiency with MS Word/Excel


• Outstanding communication skills with ability to maintain composure in all situations


• Self-motivated with ability to work independently under pressure to meet deadlines


• Attention to detail is needed on every level and at every aspect of the consumer journey


• Ability to follow a process on a live call

Who is Foundever®?

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital‑first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Why join Foundever®?

At Foundever®, you'll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you're just starting out or bring years of expertise and are looking for a fresh challenge - we're committed to ensuring you thrive every step of the way to create your best moments.

If you would like to have the opportunity to work with our varied and well‑known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where we operate, and enjoy a balanced work‑life pattern with a competitive salary, then we want to hear from YOU!

Plus, for those aspiring to build a career in customer experience, you'll be intrigued to discover that Foundever® is a place where 84% of people grow.

Work from Home Requirements

This role is only offered on a Work from Home basis, however electronic equipment is provided by us. To be eligible to work from home, you must meet the below requirements:

• You must have a wired/Ethernet broadband connection with a minimum of 20Mbps download and 10Mbps upload speeds (4G/5G connections are not supported)


• You must have a secure, private area to work from, with a desk and chair, and no distractions or background noise. This cannot be in a shared space, nor can any other devices be present during working hours (including smart listening devices in the room, such as mobile phones, or any voice command tech). You must also not use any pen/paper or any writing materials. No other people, such as dependants can be in the same room during working hours.

Equal opportunity statement

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we're committed to making our business a truly inclusive place to work. We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.