Spanish Voice Agent

eClerx LLC; Chandigarh; On-site; INR 400,000 - 700,000; Full time

Job summary

eClerx LLC is hiring a Spanish Voice Senior Analyst in Chandigarh to handle inbound and outbound calls in Spanish within a fast-paced BPO environment. The role requires fluency in Spanish and solid English communication for internal collaboration.

You will resolve customer queries, document interactions, and contribute to high satisfaction scores while rotating shifts, including weekends. The ideal candidate holds a graduate degree, with experience in voice-based customer support and a proactive

Qualifications

• Fluent in Spanish (verbal and written).
• Strong English communication for internal coordination.
• Experience in customer support or voice-based roles is preferred.

Responsibilities

• Answer inbound and outbound customer calls in Spanish promptly and professionally.
• Identify issues, provide accurate information, and resolve queries effectively.
• Document all customer interactions clearly in the system.
• Escalate complex issues to appropriate teams and ensure timely resolution.
• Maintain high customer satisfaction with empathy and service quality.
• Meet and exceed metrics on call quality, resolution time, and feedback.
• Adhere to company policies and security guidelines.
• Provide mentoring or support to junior team members when needed.

Skills

Spanish language

English communication

BPO voice process experience

Education

Graduate in any discipline

Job description

Job Title: Spanish Voice Senior Analyst

Department: Customer Support / BPO Operations

Location: Chandigarh

Work Type: Full-Time (Voice Process)

Shift: Rotational Night Shifts Only

Job Summary:

We are seeking a Spanish Voice Senior Analyst to join our customer service team in a dynamic BPO environment. The role involves handling inbound/outbound customer calls in Spanish, understanding their concerns, and providing effective resolutions. The ideal candidate should be fluent in Spanish (both verbal and written), possess excellent problem-solving skills, and have prior experience in customer support or voice-based roles.

Key Responsibilities:

• Answer inbound customer calls in Spanish promptly and professionally.
• Identify customer issues, provide accurate information, and resolve queries effectively.
• Document all customer interactions in the system with clarity and accuracy.
• Escalate complex issues to the appropriate internal teams and ensure timely resolution.
• Maintain high levels of customer satisfaction by providing excellent service and empathy.
• Meet and exceed performance metrics like call quality, resolution time, and customer feedback.
• Adhere to company policies, security guidelines, and process standards.
• Provide mentoring or support to junior team members when needed.

Requirements:

• Proficiency in Spanish (B2 and above level preferred).
• Good communication skills in English for internal communication.
• Experience in a BPO voice process will be a value add.
• Strong listening, problem-solving, and interpersonal skills.
• Ability to handle high call volumes and work in a fast-paced environment.
• Flexibility to work in rotational shifts, including weekends and holidays.
• Graduate in any discipline; language certifications in Spanish are a plus.