Full-time Inbound Customer Service Representative (English & Spanish)
- Full-time
Vacancies: 5
> Target languages for hiring: English & Spanish (Bilingual).
> Core work: Handle inbound calls, live chats, and ticketing inquiries to deliver exceptional customer support for global users.
Rotational shifts, Local Time (e.g., UTC-5 / UTC+5), 24/7 Coverage, Monday to Sunday
1. Native or near-native proficiency in both English and Spanish, with excellent verbal and written communication skills capable of handling complex customer scenarios.
2. Exceptional customer-service mindset, high emotional intelligence, and strong active listening skills; able to remain patient and professional under pressure.
3. Strong problem-solving ability, with a logical approach to troubleshooting customer issues and de-escalating tense situations efficiently.
4. Familiarity with CRM systems (e.g., Zendesk, Salesforce) and Call Center software, with fast typing speed and accurate data entry skills.
5. Industry experience preferred: Prior experience in inbound call center, e-commerce support, or BPO environments is highly preferred.
1. Inbound Call & Multi-channel Support: Answer incoming customer calls, manage live chat messages, and respond to email tickets in English and Spanish, providing timely and accurate assistance.
2. Issue Resolution & De-escalation: Identify customer needs, troubleshoot service or product issues, log inquiries accurately in the CRM, and effectively resolve customer complaints.
3. Order & Account Management: Assist customers with account inquiries, order tracking, billing issues, exchanges/returns, and policy explanations according to Standard Operating Procedures (SOPs).
4. Knowledge Base & Quality Compliance: Adhere to call quality standards and security guidelines, while actively providing feedback to help update training materials and FAQs.
Website: https://www.callnovo.com
Global Resource Development Specialist
Ashley Chen