Call Center / Customer Service Agent – Spanish Language Support

Murkez Technologies; Lahore; On-site; PKR 446,000 - 781,000; Full time

Job summary

Murkez Technologies is seeking a dedicated Call Center / Customer Service Agent to support Spanish-speaking clients from Lahore. You will handle inbound and outbound calls, resolve queries, and record interactions in the CRM system to ensure accurate, timely service.

The role requires native or near-native Spanish, solid English communication, and experience in fast-paced customer service environments. We offer a dynamic team, growth opportunities, and performance-driven incentives.

Qualifications

• Spanish fluency required (spoken and written).
• Proficient in English for internal communication and reporting.
• Experience in call center/BPO or customer service preferred.
• Strong communication, active listening, and problem-solving skills.
• Able to thrive in a fast-paced, target-driven environment.
• Basic computer literacy and experience with CRM/ticketing software.
• Willing to work flexible or rotating shifts.

Responsibilities

• Handle inbound and outbound calls with Spanish-speaking customers.
• Answer questions about products/services, orders, billing, and accounts.
• Document interactions and update CRM records accurately.
• Resolve complaints and escalate complex issues as needed.
• Meet individual and team performance metrics (AHT, CSAT, FCR, quality).
• Follow scripts and SOPs while ensuring compliance and information security.
• Provide accurate product and policy information to customers.
• Collaborate with team leads and QA to improve service quality.

Skills

Spanish fluency

English proficiency

Call center experience

Communication skills

Fast-paced environment

CRM software

Flexible shifts

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

CRM software

Job description

Call Center / Customer Service Agent – Spanish Language Support

We are an emerging business consulting company providing services to industry-leading clientele in North America, Europe, and the Middle East.

We have a multidisciplinary service portfolio catering to 19 clients across 3 continents including market leaders in the Telecom, Healthcare, Insurance, Energy, Food, and Real Estate industries.

Job Description

About the Role:

We are looking for a customer-focused Call Center /Customer Service Agent to support Spanish-speaking customers on behalf of ourclient. This role will handle inbound and outbound customer interactions,resolve queries, and ensure a consistently high-quality service experience forSpanish-speaking customers.

Key Responsibilities

• Handle inbound and outbound calls fromSpanish-speaking customers in a professional and courteous manner.
• Respond to customer inquiries regardingproducts/services, orders, billing, and account issues.
• Accurately document customer interactions andupdate records in the CRM/ticketing system.
• Resolve customer complaints and escalatcomplex issues to the appropriate team or department.
• Meet or exceed individual and teamperformance metrics (AHT, CSAT, FCR, quality scores).
• Follow scripts, SOPs, and complianceguidelines during customer interactions.
• Provide accurate information about products,services, promotions, and policies.
• Collaborate with team leads and QA staff toidentify and support service improvements.
• Maintain confidentiality of customer andcompany information at all times.

Requirements

• Fluency in Spanish (verbal and written) —native or near-native proficiency required.
• Good command of English (verbal and written)for internal communication and reporting.
• Prior experience in a call center, BPO, orcustomer service role preferred.
• Strong communication, active listening, andproblem-solving skills.
• Comfortable working in a fast-paced,target-driven environment.
• Basic computer literacy and comfortnavigating CRM/ticketing software.
• Ability to work flexible or rotationalshifts, based on client requirements.
• High school diploma or equivalent; Bachelor'sdegree preferred.