Bilingual Customer Support Representative (Spanish-English | Remote - Columbia)

2 hours, 38 minutes ago
Full-time
Junior
Customer and Technical Support
Scale Virtually

Scale Virtually

Scale Virtually specializes in providing real estate virtual assistant services by sourcing and integrating skilled talent into businesses, while also offering expert consultation to develop customized processes and training for seamless team building ...

Professional Services
51-250

Description

  • Respond to inbound and outbound customer interactions in Spanish and English across phone, email, and chat.
  • Take ownership of customer issues from first contact through resolution.
  • Resolve common customer issues quickly and escalate only when necessary with clear documentation.
  • Maintain control of conversations, including difficult or frustrated customer interactions.
  • Switch between voice, email, and chat support throughout the shift without losing quality.
  • Adjust tone and clarity based on the customer’s language and understanding level.
  • Translate or clarify information in real time for Spanish-speaking customers when needed.
  • De-escalate tense situations and work to retain dissatisfied customers.
  • Log every interaction accurately in CRM systems immediately after handling it.
  • Track follow-ups and maintain clean, structured records so cases can be picked up seamlessly by another team member.

Requirements

  • Fluent in both Spanish and English, written and spoken, with the ability to switch mid-conversation.
  • Minimum 1–2 years of experience in a customer-facing role such as call center, support, or service.
  • Proven ability to handle real-time voice conversations.
  • Comfortable managing multiple tickets or conversations simultaneously.
  • Ability to explain complex information clearly in both languages.
  • Must be able to operate independently with minimal supervision.
  • High accountability for documentation and follow-through.
  • Experience using CRM platforms such as HubSpot, Salesforce, Zendesk, or similar.
  • Familiarity with Google Workspace, including Docs, Sheets, and Gmail.
  • Experience with VOIP/dialer systems and chat/ticketing platforms.
  • Willingness to participate in a 2–3 minute Loom video as part of the application process.

Benefits

  • Paid Time Off (PTO).
  • Fully remote work.
  • Full-time remote US-aligned working hours.

Interested in this position?

Apply directly on the company website

Apply Now

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