Call Center Customer Service Agent Spanish Language Support

About the Role:

We are looking for a customer-focused Call Center / Customer Service Agent to support Spanish-speaking customers on behalf of our client. This role will handle inbound and outbound customer interactions, resolve queries, and ensure a consistently high-quality service experience for Spanish-speaking customers.

Key Responsibilities:

•  Handle inbound and outbound calls from Spanish-speaking customers in a professional and courteous manner.

•  Respond to customer inquiries regarding products/services, orders, billing, and account issues.

•  Accurately document customer interactions and update records in the CRM/ticketing system.

•  Resolve customer complaints and escalate complex issues to the appropriate team or department.

•  Meet or exceed individual and team performance metrics (AHT, CSAT, FCR, quality scores).

•  Follow scripts, SOPs, and compliance guidelines during customer interactions.

•  Provide accurate information about products, services, promotions, and policies.

•  Collaborate with team leads and QA staff to identify and support service improvements.

•  Maintain confidentiality of customer and company information at all times.

Requirements

Requirements:

•  Fluency in Spanish (verbal and written) — native or near-native proficiency required.

•  Good command of English (verbal and written) for internal communication and reporting.

•  Prior experience in a call center, BPO, or customer service role preferred.

•  Strong communication, active listening, and problem-solving skills.

•  Comfortable working in a fast-paced, target-driven environment.

•  Basic computer literacy and comfort navigating CRM/ticketing software.

•  Ability to work flexible or rotational shifts, based on client requirements.

•  High school diploma or equivalent; Bachelors degree preferred.