Spanish Bilingual Customer Service Representative (Technical Support)

UnifyCX; Quezon City; On-site; PHP 290,000 - 424,000; Full time

Job summary

UnifyCX is seeking a Bilingual Spanish-English Customer Service Representative to join our ambitious team in the Philippines. You will engage Spanish-speaking customers, address concerns, provide solutions, and ensure a high-quality customer experience across both languages.

Ideal candidates have fluent Spanish and strong English, with call center experience and a customer-first mindset. Onsite roles with rotating shifts are available, and knowledge of CRM tools will help you succeed.

Qualifications

• Average English and fluent Spanish in writing and speaking.
• 1 year experience in a call center setting.
• High school diploma or equivalent.
• Open to candidates with no experience; career shifters welcome.
• Strong interpersonal skills and ability to de-escalate conflicts.
• Customer-first mindset and relationship-building.
• Proficiency in CRM tools and basic computer applications.
• Ability to meet retention or performance goals in a metrics-driven environment.
• Ability to adapt to real-time customer needs and changes.

Responsibilities

• Engage with Spanish-speaking customers to understand their concerns and provide solutions that encourage continued use of our services.
• Effectively handle escalated issues in both Spanish and English, offering prompt and satisfactory resolutions to build customer trust and loyalty.
• Promote additional products, services, or upgrades that align with the customer’s needs and improve their overall experience.
• Monitor retention trends and customer feedback in Spanish, analyzing insights to enhance customer satisfaction and retention strategies.
• Develop meaningful connections with Spanish-speaking customers by actively listening, demonstrating empathy, and offering personalized communication.
• Meet or exceed retention targets, customer satisfaction scores, and quality assurance standards.
• Collaborate with internal teams to improve processes and enhance the customer experience.
• Multi-task across multiple technology platforms and systems while ensuring smooth communication in both Spanish and English.
• Maintain accurate customer records by updating account information in both languages.

Skills

Bilingual Spanish-English

Customer service mindset

Call center experience

Interpersonal communication

Problem-solving

Education

High school diploma or equivalent

Bachelor's degree in business/communications or related field

Tools

CRM tools

Job description

UnifyCX is looking for an extraordinaryBilingual Spanish-English Customer Service Representativeto join our motivated and ambitious team.

What Will You Do?

We are looking for proactive and results-orientedBilingual Spanish - English Customer Service Representativesto join our team. In this vital role, you will focus on building strong relationships with our Spanish-speaking customers by addressing their concerns, providing solutions, and ensuring a high-quality customer experience. Your ability to communicate effectively in both Spanish and English will play a crucial part in enhancing customer satisfaction, promoting service loyalty, and reducing churn.

• Engage with Spanish-speaking customers to understand their concerns and provide solutions that encourage continued use of our services.
• Effectively handle escalated issues in both Spanish and English, offering prompt and satisfactory resolutions to build customer trust and loyalty.
• Promote additional products, services, or upgrades that align with the customer’s needs and improve their overall experience.
• Monitor retention trends and customer feedback in Spanish, analyzing insights to enhance customer satisfaction and retention strategies.
• Develop meaningful connections with Spanish-speaking customers by actively listening, demonstrating empathy, and offering personalized communication.
• Meet or exceed retention targets, customer satisfaction scores, and quality assurance standards.
• Collaborate with internal teams to improve processes and enhance the customer experience.
• Multi-task across multiple technology platforms and systems while ensuring smooth communication in both Spanish and English.
• Maintain accurate customer records by updating account information in both languages.

Who You Are:

To be considered, candidates are expected to have the following:

Required Qualifications

• Average English and fluent Spanish skills - proper written and oral grammar in both languages.
• 1 year experience in Call Center setting.
• High school diploma or equivalent.
• Open to candidates with no experience, career shifters, and career adjusters.
• Strong interpersonal and communication skills, with the ability to de-escalate and resolve conflicts.
• A customer-first mindset with a focus on building long-term relationships.
• Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office).
• Ability to meet retention or performance goals in a metrics-driven environment.
• Problem-solving skills and the ability to adapt to customer needs in real-time.
• Ability to thrive and remain positive in a constantly changing environment.

Preferred Qualifications

• 2-year experience in Call Center setting is preferred.
• Secondary or bachelor's degree in business, communications, or a related field.
• Previous back-office or data entry experience is preferred, though not required.
• Knowledge of customer retention strategies and techniques.
• Familiarity with inbound techniques, endorsing mobile services, billing systems, and objection-handling strategies.
• Ability to work onsite and adapt to a rotating or flexible shift schedule.
• Ability to manage multiple tasks, prioritize, and maintain organization.
• Responsible for real-time data review, with a strong focus on attention to detail and accuracy.

Who We Are:

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.