Spanish–English Bilingual Representative

StaffHero; Philippines; On-site; PHP 335,000 - 502,000; Full time

Job summary

StaffHero is seeking a Spanish-English bilingual representative to join our client-support team. You will handle a balanced mix of voice interactions (about 80%) and administrative tasks (about 20%), delivering high-quality assistance to Spanish- and English-speaking customers.

The role emphasizes customer service excellence, strong organization, and the ability to multitask in a fast-paced environment, with flexibility for shifting schedules as needed.

Qualifications

• Fluent in Spanish and English (verbal and written).
• Customer service or call center experience preferred.
• Strong communication, active listening, and problem-solving skills.
• Ability to multitask between phone interactions and administrative duties.
• Basic proficiency in computer applications, CRM, or ticketing systems.

Responsibilities

• Handle inbound and outbound calls in Spanish and English with professionalism.
• Provide accurate information, guidance, and resolution to customer inquiries.
• Manage concerns, complaints, and service requests with empathy and efficiency.
• Document call outcomes and follow-up actions in company systems.
• Coordinate with internal teams and support email follow-ups and basic reporting.

Skills

Fluent in Spanish

Fluent in English

Customer service

Call center

Multitasking

CRM systems

Tools

CRM systems

Ticketing systems

Job description

At StaffHero, we connect exceptional talent with world-class opportunities. We are committed to delivering outstanding service experiences through skilled, customer-focused professionals who thrive in a collaborative and performance-driven environment.

Role Overview

The Spanish-English Bilingual Representative plays a vital role in supporting our clients by delivering high-quality assistance to both Spanish- and English-speaking customers. This is a blended support role, with approximately 80% of the workload focused on phone interactions (inbound and outbound calls) and 20% dedicated to administrative and case management tasks.

This position is ideal for individuals who are passionate about customer service, highly organized, and capable of managing both voice and back-office responsibilities in a fast-paced setting.

Voice Support (80%)

• Handle inbound and outbound calls professionally in both Spanish and English
• Provide accurate information, guidance, and resolution to customer inquiries
• Manage customer concerns, complaints, and service requests with empathy and efficiency
• Meet or exceed established quality, productivity, and customer satisfaction targets
• Follow escalation protocols for complex or high-impact cases
• Maintain a positive and solutions-oriented customer experience at all times

Administrative Support (20%)

• Accurately document call outcomes, case notes, and follow-up actions in company systems
• Update and maintain customer records, trackers, and workflow tools
• Coordinate with internal teams such as operations, billing, recruitment, or client services
• Support email follow-ups, basic reporting, and task completion requirements
• Ensure timely completion of assigned non-voice responsibilities

Qualifications

• Fluent in Spanish and English (verbal and written communication)
• Customer service or call center experience preferred
• Strong communication, active listening, and problem-solving skills
• Ability to multitask between phone interactions and administrative duties
• Basic proficiency in computer applications, CRM, or ticketing systems
• Flexibility to work shifting schedules, weekends, and holidays if required

Core Competencies

• Customer-centric mindset
• Attention to detail and accuracy
• Time management and organizational skills
• Adaptability in a dynamic work environment
• Team collaboration and accountability
• Professionalism and cultural sensitivity

Why Join StaffHero

• Career growth and development opportunities
• Supportive and inclusive team culture
• Exposure to global clients and professional advancement