Bilingual Customer Service Representative (Talent Pool Job)

BMA Group Panama; Ceiba (PR); On-site; USD 24,000 - 32,000; Full time

Job summary

BMA Group Panama is hiring a Bilingual Customer Service Representative in Puerto Rico. You will handle customer interactions across phone, email, chat, and other channels, delivering professional service in both English and Spanish.

Ideal candidates communicate confidently, resolve inquiries efficiently, document interactions accurately, and thrive in a fast-paced, metrics-driven environment. High school diploma required; associate or bachelor’s degree preferred.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor’s degree preferred.
• Fluency in English and Spanish required.
• Experience in customer service or call center environments recommended.
• Strong communication and problem-solving abilities.

Responsibilities

• Handle customer interactions via phone, email, chat and other channels.
• Provide professional service in English and Spanish.
• Assist customers with questions about services, accounts and transactions.
• Identify customer needs and provide accurate information and solutions.
• Escalate complex cases where needed.
• Document interactions, requests and resolutions accurately.
• Follow procedures, scripts and quality guidelines.
• Meet productivity, quality and attendance targets.
• Maintain confidentiality of sensitive information.
• Collaborate with team and supervisors to resolve issues.
• Participate in training and continuous improvement initiatives.

Skills

Fluency in English & Spanish

Strong verbal communication

Active listening

Customer service

Problem solving

Team collaboration

Attention to detail

Fast-paced environment

Education

High school diploma or equivalent

Associate degree preferred

Bachelor’s degree preferred

Job description

Bilingual Customer Service Representative

Location: Puerto Rico

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.