Bilingual Customer Care Specialist (English-Spanish)

About the role

This position is for a bilingual Customer Care Specialist who provides support to customers by phone, chat and email, acting as the main point of contact until issues are resolved. The role aims for one-call resolution and works in a high-volume contact centre environment.

Key responsibilities

• Provide timely support by phone, chat and email, resolving issues whenever possible in one call and minimizing transfers
• Manage a high volume of inbound calls, emails and chats
• Follow documented processes and work with internal partners to track customer inquiries through resolution
• Identify client needs, research issues and provide effective solutions or alternatives
• Resolve customer issues and explain how to use customer-facing tools
• Work with escalation partners and other departments to resolve concerns
• Become proficient in all platforms, systems and tools used for customer support, records, transactions and documentation
• Meet and exceed quality guidelines and key performance criteria
• Work across the organization as needed and perform other tasks requested by management

Required profile

• Bilingual in English and Spanish
• High school diploma
• Experience with customer service and/or contact centers
• Demonstrated experience as a customer-focused, service-oriented professional
• Flexibility to work evenings, weekends and holidays as required
• Experience in the automotive industry and/or logistics is a plus

Required skills

• Excellent oral and written communication, especially by phone, email or chat
• Attention to detail and ability to multi-task in a fast-paced environment
• Strong problem-solving skills and team orientation
• Working knowledge of Microsoft Office products