Bilingual Customer Service Representative; Spanish​/English - EG

Bilingual Customer Service Representative (Spanish/English)

Location: Pearl, Cape Town, Western Cape, South Africa

Department:
Customer Service and Client Relations
Work Arrangement:
Remote
Job Type: Independent Contractor, Full Time

Work Schedule:

US Time Zone (flexible to client preference, including weekends and US holidays during peak seasons)
Locations: LATAM (Mexico, Colombia, Argentina, Brazil) and other Spanish-speaking regions requiring excellent English communication skills

The Bilingual Customer Service Representative 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. Responsibilities include managing customer relationships, resolving complex billing inquiries, driving process improvements, and serving as a cultural bridge, while maintaining high standards of service excellence in fast-paced environments.

• 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 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 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 the 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 elevate 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

• Must-Haves (Required)
  • Fluent in both Spanish and English (C2 level in English) with clear, neutral accent spoken and written
  • 1-2+ years of customer service experience in bilingual environments, preferably in billing, tech-driven industries, e-commerce, clean-tech, or utility services
  • Strong written and verbal communication skills in both English and Spanish with professional delivery
  • Experience handling inbound calls, emails, live chat, and SMS in both languages
  • Proficiency in Customer Support Systems (Zendesk or similar) and CRM tools
  • Cultural competence:…