About the Role:

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

Key Responsibilities:

•
Handle inbound and outbound calls from
Spanish-speaking customers in a professional and courteous manner.

•
Respond to customer inquiries regarding
products/services, orders, billing, and account issues.

•
Accurately document customer interactions and
update records in the CRM/ticketing system.

•
Resolve customer complaints and escalate
complex issues to the appropriate team or department.

•
Meet or exceed individual and team
performance metrics (AHT, CSAT, FCR, quality scores).

•
Follow scripts, SOPs, and compliance
guidelines during customer interactions.

•
Provide accurate information about products,
services, promotions, and policies.

•
Collaborate with team leads and QA staff to
identify and support service improvements.

•
Maintain confidentiality of customer and
company information at all times.

Requirements

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, or
customer service role preferred.

•
Strong communication, active listening, and
problem-solving skills.

•
Comfortable working in a fast-paced,
target-driven environment.

•
Basic computer literacy and comfort
navigating CRM/ticketing software.

•
Ability to work flexible or rotational
shifts, based on client requirements.

•
High school diploma or equivalent; Bachelor's
degree preferred.