Spanish–English Bilingual Representative

Staffhero; Philippines; Presencial; PHP 279 000 - 391 000; Tempo integral

Resumo da oferta

StaffHero is seeking a Spanish–English bilingual representative to join our team in the Philippines. The role combines voice support (80%) with back-office administrative tasks (20%), handling inbound and outbound calls in both languages, and maintaining accurate case notes and records.

The ideal candidate is highly organized, skilled in communication, and capable of managing both live interactions and back-office responsibilities in a fast-paced environment.

Qualificações

• 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.

Responsabilidades

• Handle inbound and outbound calls in Spanish and English with professionalism.
• Provide accurate information, guidance, and resolution to inquiries.
• Manage customer concerns, complaints, and service requests with empathy.
• Meet or exceed quality, productivity, and customer satisfaction targets.
• Follow escalation protocols for complex or high-impact cases.
• Document call outcomes and follow-up actions in systems.
• Maintain and update customer records and trackers.
• Coordinate with internal teams such as operations, billing, recruitment, or client services.
• Support email follow-ups, basic reporting, and non-voice tasks.

Conhecimentos

Spanish

English

Descrição da oferta de emprego

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