Bilingual Customer Service Representative

BMA Group Global; Humacao (PR); On-site; USD 28,000 - 40,000; Full time

Job summary

BMA Group Global is seeking a Bilingual Customer Service Representative in Puerto Rico to join a dynamic customer service team. The role requires handling inquiries via phone, email, chat, and other channels and delivering professional service in both English and Spanish.

The ideal candidate will communicate confidently in both languages, enjoy helping people, and work well in a fast-paced, metrics-driven environment.

Qualifications

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Previous experience in customer service, call center, or customer-facing settings encouraged.
• Fluency in English and Spanish is required.

Responsibilities

• Handle customer interactions via phone, email, chat, and other channels.
• Provide professional customer service in English and Spanish.
• Assist customers with questions regarding services, accounts, transactions, requests, and inquiries.
• Identify customer needs and provide accurate information and solutions.
• Resolve customer concerns professionally and escalate complex cases when needed.
• Document interactions, requests, resolutions, and follow-up actions.

Skills

Bilingual English/Spanish

Active listening

Problem solving

Conflict resolution

Call center experience

Customer service

Education

High School Diploma or GED

Associate's or Bachelor's degree preferred

Job description

Employment Type: Full-Time

Language Requirement: Fully Bilingual - English & Spanish

About the Opportunity

We are currently seeking a Bilingual Customer Service Representative to join a dynamic customer service team in Puerto Rico.

This is a great opportunity for a customer-focused professional who enjoys helping people, solving problems, and delivering a positive service experience. The ideal candidate is professional, reliable, comfortable working in a fast-paced environment, and able to communicate confidently in both English and Spanish.

Key Responsibilities

• Handle customer interactions via phone, email, chat, and other communication channels.
• Provide professional customer service in both English and Spanish.
• Assist customers with questions regarding services, accounts, transactions, requests, and general inquiries.
• Identify customer needs and provide accurate information and appropriate solutions.
• Resolve customer concerns and complaints professionally and efficiently.
• Escalate complex cases to the appropriate department or supervisor when necessary.
• Accurately document customer interactions, requests, resolutions, and follow-up actions.
• Follow established procedures, service standards, scripts, and quality guidelines.
• Meet established performance expectations related to productivity, quality, attendance, customer satisfaction, and response times.
• Maintain confidentiality and appropriately handle sensitive customer information.
• Collaborate with team members and supervisors to resolve customer issues.
• Participate in training, coaching, and continuous improvement initiatives.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Previous experience in customer service, call center, contact center, hospitality, retail, banking, insurance, healthcare services, or another customer-facing environment preferred.
• Fluency in English and Spanish is required.
• Strong verbal communication and active listening skills.
• Strong customer service, problem-solving, and conflict-resolution abilities.
• Comfortable navigating multiple computer systems while assisting customers.
• Strong attention to detail and ability to accurately document information.
• Ability to perform effectively in a fast-paced, metrics-driven environment.
• Professional, reliable, and customer-oriented.
• Flexibility to work assigned schedules based on operational needs.

What We're Looking For

We're looking for someone who genuinely enjoys helping people and can remain professional and solution-oriented, even during challenging customer interactions.

The successful candidate will be able to listen carefully, understand the customer's needs, take ownership of the interaction, and work toward an efficient and positive resolution.

English and Spanish proficiency will be evaluated as part of the selection process.