Bilingual Customer Service Representative

About the Role:The Bilingual Customer Service Representative plays a critical role in delivering exceptional support and service to a diverse customer base across the United States. This position requires fluency in English and a second language to effectively communicate with customers, resolve inquiries, and provide accurate information about products and services. The representative will serve as the primary point of contact, ensuring customer satisfaction by addressing concerns promptly and professionally. Success in this role contributes directly to customer retention and the overall reputation of the company. The role demands strong interpersonal skills, cultural sensitivity, and the ability to manage multiple communication channels efficiently.Minimum Qualifications:Fluency in English and at least one additional language spoken in the United States.High school diploma or equivalent.Proven experience in a customer service role or similar position.Strong verbal and written communication skills in both languages.Ability to use customer service software, databases, and tools effectively.Preferred Qualifications:Associate's or Bachelor's degree in Communications, Business, or related field.Experience working in a bilingual customer service environment.Familiarity with CRM systems and call center technology.Demonstrated problem-solving skills and conflict resolution experience.Knowledge of cultural nuances and regional dialects related to the second language.Responsibilities:Respond promptly and professionally to customer inquiries via phone, email, and chat in both English and the second language.Resolve customer issues by identifying problems, researching answers, and providing appropriate solutions or escalating when necessary.Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints.Collaborate with internal teams to communicate customer feedback and suggest improvements to products or services.Ensure compliance with company policies and procedures while maintaining a positive and empathetic attitude toward customers.Skills:The required bilingual communication skills enable the representative to engage with customers in their preferred language, fostering trust and clarity. Strong interpersonal and active listening skills are essential for understanding customer needs and delivering tailored solutions. Proficiency with customer service platforms and technology supports efficient case management and follow-up. Problem-solving abilities help in quickly identifying issues and providing effective resolutions, enhancing customer satisfaction. Preferred skills such as familiarity with CRM systems and cultural awareness further improve the quality of service and contribute to continuous process improvements.

Created: 2026-02-18