Bilingual Spanish–English Support Specialist (Night Shift)

iOPEX Technologies Phil

Philippines

On-site

PHP 300,000 - 420,000

Full time

8 days ago

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Job summary

iOPEX Technologies Phil is seeking a Bilingual French Customer Service Specialist to assist customers by phone, chat and email, logging incidents in the ticketing system and ensuring timely resolutions. The role requires experience with ticketing processes and strong communication in French, English, and Spanish, with an onsite night-shift schedule in Taguig's BGC.

The ideal candidate will multitask in a fast-paced environment, log actions accurately, and drive continuous service quality

Qualifications

Fluency in both Spanish and English (note: title mentions French, requirements list English/Spanish); strong communication and interpersonal skills.
Experience in customer service, technical support, or service desk operations is preferred.
Familiarity with ticketing systems and incident management processes.

Responsibilities

Handle inbound and outbound calls to assist customers with inquiries, issues, and service requests.
Respond to customer queries via chat and email in a timely and professional manner.
Log incidents, service requests, and complaints accurately in the ticketing system.
Manage and update tickets, including linking related cases for proper tracking and resolution.
Escalate complex or unresolved issues to the appropriate Resolution Team.
Ensure all actions taken during customer interactions are properly documented.
Monitor and manage critical incidents (P1 & P2), ensuring timely escalation and coordination.
Maintain effective ticket lifecycle management from creation to closure.
Manage and respond to customer feedback and survey results to improve service quality.