Customer Service Representative

On Spot Global Corporation; Angeles; On-site; PHP 223,200 - 334,800; Full time

Job summary

A customer service solutions provider is hiring a Bilingual Customer Service Representative in Pampanga, Philippines. The role requires exceptional communication skills in both Spanish and English, along with proven customer service experience. Responsibilities include handling customer inquiries, managing client relationships, and resolving issues effectively. Ideal candidates should possess strong conflict resolution abilities and a solution-oriented mindset.

Qualifications

• Outstanding verbal and written communication skills in both English and Spanish.
• Proficiency in CRM systems and other relevant software.
• Proven customer service experience in a BPO setting, with a minimum of two years preferred.

Responsibilities

• Provide basic customer service through various channels including phone, email, and text.
• Handle incoming customer calls and make outbound calls as needed.
• Build and maintain strong relationships with clients.

Skills

Outstanding verbal and written communication skills in both English and Spanish

Strong problem-solving, negotiation, and active listening abilities

Ability to work flexible shifts

Proven customer service experience in a BPO setting

Tools

CRM systems

Job description

About the Role

As a Bilingual Customer Service Representative at OnSpot Global, you will play a vital role in delivering top-tier support services in both Spanish and English on behalf of our clients. This position is central to ensuring customer satisfaction, resolving inquiries, and upholding a positive brand image across a diverse customer base.

You will work with a variety of clients, helping them succeed by providing exceptional service through clear, professional communication in both languages, a positive attitude, and a commitment to building strong customer relationships. Your ability to manage concerns efficiently and maintain client trust will directly contribute to our shared success.

Duties and Responsibilities

• Customer Support: Provide basic customer service through various channels including phone, email, and text.
• Inbound/Outbound Calls: Handle incoming customer calls and make outbound calls as needed to address customer concerns or provide information.
• Client Relationship Management: Build and maintain strong relationships with clients, acting as their primary point of contact for support and information.
• Conflict and Issue Resolution: Effectively address customer concerns, resolve complaints, and find mutually beneficial solutions, demonstrating strong conflict resolution and problem-solving skills.
• Information Management: Maintain accurate and up-to-date customer information within the CRM system.
• Chat and Email Support: Provide exceptional customer support through live chat and email, responding to inquiries and resolving issues in a timely and professional manner.
• Technical Proficiency: Representatives must be proficient in using various software, CRM systems, and tools to effectively assist clients.

Qualifications

• Outstanding verbal and written communication skills in both English and Spanish, with the ability to build strong client rapport and resolve conflicts effectively. An American accent is preferred.
• Strong problem-solving, negotiation, and active listening abilities
• Proficiency in CRM systems and other relevant software.
• Ability to work flexible shifts, including US time zones.
• Proven customer service experience in a BPO setting. A minimum of two years (2) of experience is preferred.
• Demonstrated ability to negotiate and build rapport with clients.
• Solution-oriented mindset with a focus on customer satisfaction
• Ability to quickly learn new technologies and systems
• High level of empathy and dedication to customer satisfaction.
• Proven experience in providing exceptional chat support
• Ability to effectively communicate and resolve issues through chat

Cultural Fit

• Passionate about our company's mission and values.
• Entrepreneurial-minded and willing to take risks.
• Collaborative and team oriented.
• Adaptable and able to handle the fast-paced and often unpredictable nature of a startup environment.
• Maintain a positive attitude and persevere through setbacks.
• Demonstrate the ability to bounce back from challenges and maintain a strong work ethic.
• Embrace and adapt to rapid changes and evolving processes within a startup environment.
• Be able to adapt to changing client needs and requirements.

Note: Some additional or removed responsibilities or qualifications can be added as per the requirement of the employer or specific tasks.