Spanish Customer Experience Analyst

Private Advertiser; Makati; On-site; PHP 420,000 - 540,000; Full time

Job summary

EXL Service Philippines, Inc. seeks a Spanish Customer Experience Analyst to serve as a primary contact for Spanish-speaking customers. You will handle inquiries across channels, resolve issues, and deliver high standards of service in Spanish and English within an international operations team.

You will support financial product-related requests, ensure compliance, and collaborate with stakeholders to drive service excellence and process improvements.

Qualifications

• B2 Spanish Language Certification (minimum) is required.
• Strong English communication skills (written and verbal).
• A college degree or equivalent professional experience, ideally within banking, shared services, customer service, or a BPO environment.
• Excellent customer service and problem-solving abilities.
• Analytical thinking, attention to detail, and the ability to manage multiple priorities.
• Flexibility to work on weekends, holidays, overtime, and rotating schedules with two rest days per week (including possible split rest days).

Responsibilities

• Deliver excellent customer service to Spanish-speaking customers across multiple communication channels.
• Handle customer inquiries related to financial products, payments, cards, digital services, and account-related concerns.
• Communicate professionally and confidently in both Spanish and English.
• Process customer requests accurately while adhering to established procedures and compliance requirements.
• Manage customer inquiries and complaints from start to resolution.
• Review and correct system-generated responses when necessary.
• Adapt across different processes and communication channels based on business needs.
• Support productivity, quality, and service-level objectives.
• Collaborate with colleagues and stakeholders to achieve shared goals.
• Apply risk and compliance standards in daily operations.

Skills

Spanish language

English communication

Analytical thinking

Attention to detail

Multitasking

Education

College degree or equivalent

Job description

As a Spanish Customer Experience Analyst, you will serve as a key point of contact for Spanish-speaking customers in a fast-paced, customer-focused environment. You will manage customer inquiries and service requests across multiple communication channels, resolve concerns efficiently, and deliver a high standard of customer service in both Spanish and English. Working as part of an international operations team, you will handle cases from initiation to resolution, ensure adherence to established policies and procedures, and collaborate with internal stakeholders to support service excellence and continuous improvement initiatives.

Key responsibilities

Deliver excellent customer service to Spanish-speaking customers across multiple communication channels

Handle customer inquiries related to financial products, payments, cards, digital services, and account-related concerns

Communicate professionally and confidently in both Spanish and English

Process customer requests accurately while adhering to established procedures and compliance requirements

Manage customer inquiries and complaints from start to resolution

Review and correct system-generated responses when necessary

Adapt across different processes and communication channels based on business needs

Support productivity, quality, and service-level objectives

Collaborate with colleagues and stakeholders to achieve shared goals

Apply risk and compliance standards in daily operations

About you

B2 Spanish Language Certification (minimum) is required

Strong English communication skills (written and verbal)

A college degree or equivalent professional experience, ideally within banking, shared services, customer service, or a BPO environment

Excellent customer service and problem-solving abilities

Analytical thinking, attention to detail, and the ability to manage multiple priorities

Flexibility to work on weekends, holidays, overtime, and rotating schedules with two rest days per week (including possible split rest days)

Customer Support Spanish Bilingual - Finance Account | MOA, Pasay City

EXL Service Philippines, Inc.