Spanish Bilingual Agent WFH

MicroSourcing International; Manila; Remote; PHP 312,000 - 424,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Above-market compensation

Flexible work arrangements

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing is seeking a Spanish Bilingual Agent to work from home on the night shift. You will assist customers in Spanish and English with account registration, orders, and glasses/lens selection, while providing accurate prescription help and timely order updates.

You’ll handle order processing, problem resolution, and escalation management with a focus on customer experience. Training will keep you up-to-date on optical products and systems, supporting a diverse and inclusive team

Qualifications

• Excellent written and verbal communication in English and Spanish.
• Experience handling escalated issues in a customer service environment.
• Ability to navigate online systems and process orders in bilingual mode.

Responsibilities

• Help customers register for an account and/or navigate online and process their orders (Spanish and English).
• Confidently advise on selecting glasses and lenses (Spanish and English).
• Check product availability for customer orders and provide alternatives (Spanish and English).
• Assist customers with understanding their prescriptions (Spanish and English).
• Verify customer prescriptions for accuracy (Spanish and English).
• Investigate and resolve customer complaints with discretion to achieve win-win outcomes (Spanish and English).
• Work with the customer service team to drive positive experience results (Spanish and English).
• Communicate professionally about orders, delays, or changes in delivery (Spanish and English).
• Pass customer feedback to product/marketing teams to improve offerings (Spanish and English).
• Process customer orders, refunds or returns per established procedures (Spanish and English).
• Assist customers with tracking of orders and provide timescales (Spanish and English).
• Maintain customer service records in ServiceCloud (Spanish and English).
• Keep confidential records and financial information secure.

Skills

Bilingual Spanish-English

Customer service excellence

Communication skills

Tools

ServiceCloud

Job description

Job Description:

Position:

Spanish Bilingual Agent

Work setup & shift:

Work from Home | Night shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Spanish Bilingual Agent, you are responsible for:

• Help customers register for an account and/or navigate online and process their orders (Spanish and English)
• Confidently and knowledgeably give advice on selecting glasses and lenses (Spanish and English)
• Check product availability for customer orders and provide accurate and up to date alternatives when required (Spanish and English)
• Assist our customers with understanding their prescriptions (Spanish and English)

Prescription management

• Verification of customer prescriptions to ensure orders are correct (Spanish and English)

Customer Experience And Retention

• Investigate and resolve customer complaints in a timely manner. Using your experience, problem solving, objection handling and discretion to resolve on a win-win basis (Spanish and English)
• Work as part of the customer service team to drive positive company experience results (Spanish and English)
• Communicate professionally with customers about their orders, including any delays or changes in delivery (Spanish and English)
• Passing customer feedback onto the product or marketing team to improve our product and/or website offerings (Spanish and English)

Follow established processes and procedures to ensure a smooth transaction for the customer with no additional reputational or financial costs incurred to the company (Spanish and English)

• Process customer orders, refunds or returns as per our established processes and procedures (Spanish and English)
• Assist customers with the tracking/tracing of their orders and providing clear timescales to manage expectations (Spanish and English)
• Maintain thorough and accurate customer service records through Servicecloud (Spanish and English)
• Keep confidential records and financial information private and secure

Attend regular training (online/in person) to ensure your optical, technical and product knowledge are up to date

What You Need

• Excellent communication skills both written and verbal (English and Spanish)
• Flexible working hours
• Experience handling escalated issues
• Ability to “Think outside of the box” and provide creative solutions

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan – it’s our commitment. Our way of life. Here, we don’t just accept your unique authentic self - we celebrate it, valuing every individual’s contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply