Spanish Bilingual Customer Service Representative

Hammerjack Pty Ltd; Taguig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Infosys BPM Philippines is seeking a Spanish-speaking customer service representative to support calls and, when needed, email and chat. You will research issues, educate clients on our financial products, and use multiple systems to resolve inquiries while adhering to policies and SLAs.

Applicants may be graduates or undergraduates with strong attention to detail, able to work onsite in Taguig, Philippines, and comfortable with night shifts as required.

Qualifications

• Fluent in speaking, reading, and writing Spanish (required).
• Strong English communication is a plus.
• Customer-facing experience is beneficial.

Responsibilities

• Provide customer support primarily via calls; assist via email/chat when needed.
• Research and resolve customer issues; educate clients on products and services.
• Use multiple applications and systems to handle inquiries and requests.
• Maintain knowledge of financial and banking products to assist customers.
• Adhere to company policies, regulations, and SOPs.
• Meet KPIs and SLAs to support client satisfaction.

Skills

Spanish language proficiency

English proficiency

Customer service experience

Education

Bachelor's degree or any degree

Job description

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Provide customer support primarily through calls, and when required, through email and chat channels, while ensuring timely and accurate resolution of customer concerns.
• Conduct research and due diligence to resolve customer issues, educate clients on products and services, and identify opportunities to address customer needs.
• Utilize multiple applications and systems efficiently to support customer inquiries and service requests.
• Maintain knowledge of financial and banking products and services to effectively assist customers.
• Adhere to all company policies, client requirements, regulatory guidelines, and standard operating procedures.
• Meet program-specific Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to support client satisfaction and operational excellence.
• Follow established processes, policies, and procedures in the execution of daily tasks.
• Perform additional duties and responsibilities as assigned based on business requirements.

Requirements:

• Graduate of any degree; undergraduates are also encouraged to apply.
• Must be fluent in speaking, reading, and writing Spanish.
• For foreign applicants: At least 1 year of customer-facing work experience from any industry.
• For local applicants: At least 1 year of BPO experience as a Spanish-speaking representative.
• Customer service experience is an advantage but not required.
• Conversant in English as a secondary language.
• Good attention to detail and strong problem-solving skills.
• With no issues and concerns reporting onsite 100% in BGC, Taguig. Candidates who live near our offices will have better advantages.
• With no issues and concerns working on night shifts, shifting schedules, split shifts, holidays, and weekends as required by the business.

Important Work Arrangement Information:

We would gladly accept all applications, but we DO NOT offer roles with permanent work-from-home arrangements, hybrid work setups, fixed day shift schedules, fixed working schedules, fixed weekends off, or purely non-voice functions. Any exceptions are subject to business requirements and internal management decisions.

Our office is located at 19F BGC Corporate Centre, 11th Avenue cor. 30th Street, Fort Bonifacio, Taguig City, Philippines.

We value Diversity, Equity, and Belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.

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