Bilingual Customer Service Representative

About Us:

Helpware is a technology-driven company with offices in the USA, Puerto Rico, Mexico, Poland, Albania and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Location: McAllen, TX (Hybrid)

Position Overview:
We are seeking a talented and motivated Spanish-English Customer Service Representative (CSR) to join our team. As a CSR, you will be responsible for providing exceptional customer support in both Spanish and English, ensuring customer satisfaction and resolving any inquiries or issues they may have. This role requires strong communication skills, fluency in both Spanish and English, and the ability to work in a fast-paced environment.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, or live chat in both Spanish and English.
• Provide accurate and complete information to customers regarding product features, services, pricing, and promotions.
• Assist customers in troubleshooting technical issues they may encounter and guide them through the necessary steps to resolve problems effectively.
• Process customer orders, returns, and exchanges efficiently, ensuring accuracy and timely resolution.
• Document customer interactions and transactions accurately in the CRM system, including recording details of inquiries, complaints, and actions taken.
• Collaborate with cross-functional teams, including sales, logistics, and technical support, to address customer needs and ensure timely issue resolution.
• Proactively identify opportunities to upsell or cross-sell products or services based on customer needs and preferences.
• Stay up-to-date with product knowledge, company policies, and industry trends to provide accurate and relevant information to customers.
• Assist in creating and updating customer support documentation, including FAQs and knowledge base articles, to facilitate self-service options for customers.
• Meet or exceed individual and team performance metrics, including customer satisfaction ratings, response time targets, and sales targets if applicable.

Qualifications:

• Fluency in both Spanish and English (verbal and written) is essential.
• Proven customer service experience, preferably in a call center or similar environment.
• Excellent communication skills with the ability to articulate information clearly and concisely.
• Strong problem-solving and decision-making abilities to address customer inquiries and resolve issues effectively.
• Ability to multitask and prioritize workload in a fast-paced, dynamic environment.
• Familiarity with CRM software and proficiency in using computer systems and applications.
• Empathetic and patient approach when dealing with customers, demonstrating a high level of professionalism and customer service orientation.
• Strong organizational skills with attention to detail to ensure accurate documentation of customer interactions.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Flexibility to work in shifts, including evenings, weekends, and holidays as required.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Call center
• Hybrid remote

Ability to commute/relocate:

• McAllen, TX 78501: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in McAllen, TX 78501