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About the Role
TalentPop is looking for a Spanish-English Bilingual Customer Service Agent to provide friendly, efficient, and professional support to customers across English- and Spanish-speaking markets. In this role, you’ll assist customers through chat, email, and other support channels, helping with questions about orders, products, payments, returns, and other customer concerns. You’ll communicate clearly in both Spanish and English while delivering a consistent and positive customer experience.
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Responsibilities
- Provide customer support in both Spanish and English through chat, email, and other communication channels
- Respond to customer questions about orders, products, payments, shipping, returns, and account concerns
- Troubleshoot customer issues and provide accurate, timely solutions
- Handle escalations professionally and follow appropriate processes
- Assist customers with product information and recommendations when needed
- Process or coordinate returns, refunds, exchanges, and other order-related requests
- Maintain accurate records of customer interactions and resolutions
- Follow company policies, procedures, and client-specific guidelines
- Meet quality, productivity, response-time, and customer satisfaction targets
- Work with internal teams to resolve complex customer concerns
- Maintain a professional and customer-focused approach in every interaction
Ideal Skills
- Fluent written and spoken Spanish and English
- Excellent communication and active listening skills
- Strong customer service and problem-solving abilities
- Comfortable handling customer concerns and difficult conversations
- Patient, empathetic, and solutions-oriented
- Strong attention to detail and follow-through
- Able to manage multiple customer conversations and priorities
- Comfortable working with customer service and e-commerce platforms
- Strong typing, documentation, and computer skills
- Able to work independently in a remote environment
Qualifications
- At least 1 year of customer service experience
- Professional experience providing customer support in both Spanish and English
- Experience in BPO, e-commerce, retail, customer success, or a similar environment is preferred
- Experience with Shopify, Gorgias, Zendesk, Freshdesk, or similar support platforms is a plus
- Experience handling orders, returns, refunds, payments, or shipping inquiries is an advantage
- Sales, upselling, or product recommendation experience is a plus
- Previous remote work experience is preferred
Work From Home Requirements
- Personal laptop or desktop
- Minimum Intel i5 / Ryzen 5 or equivalent processor
- At least 8 GB RAM
- Minimum 25 Mbps upload/download internet connection
- Backup internet connection
- Reliable power supply
- Quiet, dedicated workspace
Why Join TalentPop?
- 100% work from home
- Full-time, permanent position
- Paid time off
- Holiday bonuses
- Health and dental benefits
- Career growth and professional development
- Opportunity to work with a global remote team supporting growing e-commerce businesses
If you're fluent in Spanish and English and enjoy helping customers find solutions, we'd love to hear from you.
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