Bilingual Customer Support Specialist

Job Description

Bilingual Customer Support Specialist (Hybrid)

Summary:

Seeking a high-performing, bilingual (Spanish/English) Customer Support Specialist to interact with customers, provide information regarding products and services, and handle and resolve complaints. This role involves assessing client needs, offering appropriate solutions, and following up as required. This is not a call center position—work is hybrid, with three days per week in-office.

Key Responsibilities:

• Respond to customer inquiries (inbound calls, emails) regarding products, services, and billing issues.
• Approve resolution of service or billing complaints by authorizing exchanges, refunds, or bill adjustments.
• Act as the escalation point for customers and clients, ensuring timely resolution.
• Refer unresolved customer grievances to the appropriate department for further investigation.
• Review, monitor, and audit customer interaction records and transaction histories, documenting inquiries, complaints, comments, and actions taken.
• Assess complaints by gathering and examining all relevant information to determine their validity and possible causes.
• Support international shipping and logistics, including manifest creation and coordination.
• Conduct credit analysis and support credit-related inquiries or concerns.
• Perform accurate data entry and ensure detailed documentation.
• Proactively solicit sale of new or additional services/products as needed.

Requirements:

• High School Diploma or GED required.
• Minimum 2-3 years of experience in customer service or a similar professional environment.
• Bilingual fluency in Spanish and English (both written and verbal).
• Proficient with Microsoft Word, PowerPoint, and other office applications.
• Demonstrated ability to work independently and manage time effectively.
• Strong attention to detail, professionalism, and effective communication skills.
• Ability to lead and mentor as needed, providing support and feedback to team members.
• Experience handling logistics, credit analysis, and/or international shipping preferred.

Top 3

Skills:

Additional Information:

• This is a hybrid office position; candidates must be able to work in the office three days per week.
• Work hours:
  
  7am–4pm.
• Professional office attire and conduct required.
• Maximum pay rate: $25/hr.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status,