Catena

Bilingual Customer Service Representative – Spanish/English

Catena

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • **Department: **Customer Service and Client Relations
  • **Work Arrangement: **Remote
  • **Job Type:** Independent Contractor, Full Time
  • **Work Schedule: **US Time Zone (expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)
  • **Locations:** LATAM (Mexico, Colombia, Argentina, Brazil), and other Spanish-speaking regions with excellent English communication skills
  • Role OverviewThe Bilingual Customer Service Representative (Spanish/English) serves as the voice of the company for both English and Spanish-speaking customers, ensuring seamless customer experiences through professional, empathetic, and culturally appropriate communication. This role combines exceptional customer service with bilingual fluency to support diverse customer bases including Spanish-speaking tenants, landlords, and clients across various industries. You'll manage customer relationships, resolve complex billing inquiries, drive process improvements, and serve as a cultural bridge—all while maintaining high standards of service excellence in fast-paced environments.
  • Your ImpactYour bilingual capabilities will enable companies to serve Spanish-speaking markets with the same excellence as English-speaking customers, directly expanding market reach and customer satisfaction. You'll reduce language barriers that often lead to frustration and churn, particularly with elderly or non-technical Spanish-speaking customers. By providing clear explanations of complex billing, utility, or service concepts in both languages, you'll build trust with diverse customer segments. Your work will directly contribute to revenue growth through upselling, improved customer retention, and enhanced reputation in bilingual markets.
  • Core Responsibilities**Bilingual Customer Relationship Management (40%)**
  • - Serve as the first point of contact for English and Spanish-speaking customers via phone, email, live chat, and SMS
  • - Respond to customer inquiries in both languages with professional, empathetic, and culturally appropriate communication
  • - Build rapport and provide personalized recommendations based on customer needs in their preferred language
  • - Follow up with clients in English or Spanish to ensure satisfaction and gather feedback
  • - Maintain warm, clear communication that balances professionalism with cultural sensitivity
  • - Act as brand ambassador delivering white-glove service to diverse customer demographics
  • - Translate complex information into simple, customer-friendly language in both English and Spanish
  • **Order Management & Bilingual Account Coordination (30%)**
  • - Process phone and online orders accurately in English and Spanish
  • - Monitor and update customer accounts, ensuring data accuracy across the bilingual customer base
  • - Assist in onboarding new Spanish-speaking clients and guide them through company systems
  • - Coordinate with operations, design, and logistics teams for timely delivery to all customers
  • - Manage order changes, cancellations, and special requests from English and Spanish speakers
  • - Support clients in navigating tech-enabled platforms with language-appropriate guidance
  • - Set up new accounts and assist with account creation for bilingual customer base
  • **Problem Resolution & Bilingual Issue Management (15%)**
  • - Provide solutions to customer issues in English or Spanish, troubleshooting independently
  • - Resolve customer concerns with professionalism and cultural awareness
  • - Clearly explain billing, utility, and service concepts to Spanish-speaking, often elderly or non-technical customers
  • - Handle difficult conversations calmly in both languages, especially with frustrated callers
  • - Escalate complex concerns appropriately while keeping clients updated in their preferred language
  • - Review bills and usage patterns, forming first-pass hypotheses and explaining findings bilingually
  • - Translate technical or billing information into customer-friendly explanations in Spanish
  • **Documentation & Administrative Support (10%)**
  • - Document all customer interactions in CRM systems with notes in the appropriate language
  • - Maintain accurate case history and ticket management following workflow standards
  • - Tag and escalate issues according to established protocols in a bilingual environment
  • - Collaborate with operations teams to address recurring issues affecting Spanish-speaking customers
  • - Assist with light operations tasks and maintain SOP reference materials in both languages
  • - Help organize communication records and provide translation support as needed
  • - Generate customer satisfaction reports across English and Spanish-speaking customer segments
  • **Revenue Growth & Process Improvement (5%)**
  • - Identify upsell and cross-sell opportunities during bilingual customer interactions
  • - Promote seasonal offers and premium products to Spanish and English-speaking customers
  • - Identify trends specific to the Spanish-speaking customer base and recommend improvements
  • - Collaborate with departments to improve the experience for bilingual customer segments
  • - Provide insights on cultural considerations that affect customer satisfaction
  • - Develop bilingual SOPs and customer service materials

Requirements

  • Must-Haves (Required)
  • - Language Proficiency: Fluent in both Spanish and English (C2 level in English) with clear, neutral accent in both languages - spoken and written
  • - Experience: 1-2+ years of customer service experience in bilingual environments, preferably in billing, tech-driven industries, e-commerce, clean-tech, or utility services
  • - Bilingual Communication: Strong written and verbal communication skills in both English and Spanish with professional delivery
  • - Multi-Channel Support: Experience handling inbound calls, emails, live chat, and SMS in both languages
  • - Tech Proficiency: Proficiency in Customer Support Systems (Zendesk or similar) and CRM tools
  • - Cultural Competence: Understanding of cultural nuances in customer service across English and Spanish-speaking markets
  • - Detail-Oriented: Highly organized with exceptional attention to detail and accuracy
  • - Pressure Management: Calm, patient demeanor—especially with elderly, frustrated, or non-technical Spanish-speaking callers
  • - Problem-Solving: Strong analytical skills with ability to explain billing logic and complex concepts simply in both languages
  • - Multitasking: Proven ability to manage multiple priorities in fast-paced bilingual environments
  • - Schedule Flexibility: Willingness to work shifting schedules including weekends and US holidays during peak seasons
  • - Reliability: Dependable with high-speed internet connection for remote work
  • Nice-to-Haves (Preferred)
  • - Startup or high-growth company experience
  • - Experience in US utility, billing, energy, or telecom systems serving Spanish-speaking customers
  • - Proven track record with upselling to bilingual customer base
  • - Familiarity with e-commerce platforms (especially Shopify)
  • - Background in clean-tech, SaaS, or luxury products/services
  • - Experience in floral, gifting, or event planning industries
  • - Process documentation experience in bilingual environments
  • - Familiarity with LATAM business practices and cultural norms
  • - Experience working with elderly or diverse Spanish-speaking demographics
  • - Trilingual capabilities (English/Spanish/Portuguese or French)
Benefits
  • Competitive Salary: Based on experience and skills
  • Remote Work: Fully remote — work from anywhere
  • Generous PTO: In accordance with company policy
  • Direct Mentorship: Access to global industry leaders
  • Learning & Development: Continuous growth resources
  • Global Networking: Work with international teams
  • **Our Recruitment Process**
  • - Application
  • - Skills Assessment
  • - Initial Screening
  • - Top-grading Interview
  • - Client Matching
  • - Job Offer
  • - Onboarding
  • **Ready to Join Pearl Talent?**If you're proactive, reliable, and excited to work with high-performing teams across industries, we'd love to hear from you. Apply today and become part of Pearl Talent's global community.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
bilingual communicationcustomer service experiencebilling knowledgeproblem-solvingmultitaskingdetail-orientedcultural competencetechnical proficiencyorder managementdocumentation
Soft Skills
empathyprofessionalismcalm demeanororganizational skillsflexibilityanalytical skillscommunication skillsrelationship managementcustomer satisfaction focuspressure management