Position Summary: The Incumbent deliver exceptional customer experiences by managing and resolving complex issues. This role requires strong Spanish communication skills (B2 or above), a problem-solving mindset, and the ability to thrive in a fast-paced, customer-centric environment.
Key Responsibilities:
- Resolve escalated customer issues promptly with professionalism and empathy
- Handle customer interactions across calls, emails, and chat (blended support)
- Act as the point of contact for complex queries, providing effective solutions
- Collaborate with internal teams to address concerns and improve processes
- Identify issue trends and drive proactive resolutions
- Maintain accurate records in CRM systems.
- Partner with North America teams to manage and execute delegated tasks
- Share customer insights to support product and service improvements.
Requirements:
- 2-5 years experience in customer support or a similar role
- Strong Spanish proficiency (B2 level or above)
- Excellent verbal and written communication skills
- Ability to work in a blended support environment (calls, chat, email)
- Comfortable with night shifts and rotational offs (US shift)
- Strong problem-solving, multitasking, and organizational skills
- Familiarity with CRM tools and support systems .
- Customer-first mindset with empathy and attention to detail
- Ability to work collaboratively in a fast-paced environment
- Must be able to manage daily commute independently
