About the job
Join our dynamic team at scale-virtually, where we are seeking dedicated Virtual Professionals based in Colombia. This role is for a Bilingual Customer Support Representative (Spanish-English), and it is fully remote!
- Priority will be given to applicants who include an introduction video with their application. Given the remote nature of this position, proficiency in video communication is essential.
Role Overview
As a Bilingual Customer Support Representative, you will engage with customers through various channels, phone, email, and chat, in both Spanish and English. Your focus will be on providing clear, quick resolutions to customer inquiries, questions, or complaints, ensuring a seamless interaction from start to finish.
It is essential that you can manage multiple conversations and document all interactions accurately in our CRM systems, maintaining control throughout each customer engagement.
Note: This position is not suitable for individuals who struggle with real-time communication or require scripts for every scenario. You should be adept at managing frustrated customers without escalating issues unnecessarily.
Key Responsibilities
Customer Support & Issue Resolution
- Respond efficiently to inbound and outbound customer interactions in both languages (calls, emails, chat).
- Take full ownership of customer issues from the first contact to resolution, never leave cases unresolved.
- Resolve common issues promptly; escalate only when necessary with detailed documentation.
- Maintain control of conversations, especially when customers are confused or frustrated.
Multichannel Communication
- Seamlessly switch between phone, email, and chat support throughout your shift without compromising quality.
- Adjust your tone and clarity according to the customer's language and understanding level.
- Translate or clarify information in real-time for Spanish-speaking customers when necessary.
Customer Experience & Retention
- De-escalate tense situations without transferring the issue unless absolutely required.
- Identify signs of customer dissatisfaction and adapt your approach to retain them.
- Ensure every interaction concludes with clarity, no unresolved confusion.
CRM & Documentation
- Accurately log every interaction in CRM systems immediately after handling it.
- Track follow-ups to ensure no open cases are overlooked.
- Maintain organized records that can be easily understood by other team members.
