About the Role  

As a Bilingual Customer Service Representative at OnSpot Global, you will play a vital role in delivering top-tier support services in both Spanish and English on behalf of our clients. This position is central to ensuring customer satisfaction, resolving inquiries, and upholding a positive brand image across diverse customer base. 

You will work with a variety of clients, helping them succeed by providing exceptional service through clear, professional communication in both languages, a positive attitude, and a commitment to building strong customer relationships. Your ability to manage concerns efficiently and maintain client trust will directly contribute to our shared success 

Duties and Responsibilities 

• Customer Support: Provide basic customer service through various channels including phone, email, and text. 
• Inbound/Outbound Calls: Handle incoming customer calls and make outbound calls as needed to address customer concerns or provide information. 
• Client Relationship Management: Build and maintain strong relationships with clients, acting as their primary point of contact for support and information. 
• Conflict and Issue Resolution: Effectively address customer concerns, resolve complaints, and find mutually beneficial solutions, demonstrating strong conflict resolution and problem-solving skills. 
• Information Management: Maintain accurate and up-to-date customer information within the CRM system. 
• Chat and Email Support: Provide exceptional customer support through live chat and email, responding to inquiries and resolving issues in a timely and professional manner. 
• Technical Proficiency: Representatives must be proficient in using various software, CRM systems, and tools to effectively assist clients. 

•  Outstanding verbal and written communication skills in both English and Spanish, with the ability to build strong client rapport and resolve conflicts effectively. An American accent is preferred. 
• Strong problem-solving, negotiation, and active listening abilities 
• Proficiency in CRM systems and other relevant software. 
• Ability to work flexible shifts, including US time zones. 
• Proven customer service experience in a BPO setting. A minimum of two years (2) of experience is preferred. 
• Demonstrated ability to negotiate and build rapport with clients. 
• Solution-oriented mindset with a focus on customer satisfaction 
• Ability to quickly learn new technologies and systems 
• High level of empathy and dedication to customer satisfaction. 
• Proven experience in providing exceptional chat support 
• Ability to effectively communicate and resolve issues through chat 

Cultural Fit: 

At OnSpot Global, we prioritize a unique blend of creativity, innovation, and collaboration. We seek individuals who are: 

• Passionate about our company's mission and values. 
• Entrepreneurial-minded and willing to take risks. 
• Collaborative and team oriented. 
• Adaptable and ability to handle the fast-paced and often unpredictable nature of a startup environment. 
• Maintain a positive attitude and persevere through setbacks.  
• Demonstrate the ability to bounce back from challenges and maintain a strong work ethic. 
• Embrace and adapt to rapid changes and evolving processes within a startup environment. 
• Be able to adapt to changing client needs and requirements. 

Note: Some additional or removed responsibilities or qualifications can be added as per the requirement of the employer or specific tasks.