Customer Service Representative; Bilingual

Customer Service Representative (Bilingual)

Remote (Based at an approved local secure facility). We work US time zones and ask that you're available during those hours, even if that means adjusting your schedule.

This role exists to resolve customer issues accurately and efficiently across two languages, without requiring escalation or follow-up. Every interaction reflects directly on the quality and reliability of the service. Work is primarily asynchronous, so clear written communication and independent judgment are as important as spoken fluency. You will be part of an internationally distributed customer service team that operates within a structured, process-driven environment.

• Handle customer inquiries and complaints in two languages from first contact through to full resolution
• Maintain accurate records of every customer interaction and outcome within the customer relationship management system
• Identify the root cause of recurring issues and escalation patterns that require process-level attention
• Manage multiple open cases simultaneously, keeping each one progressing without delays
• Apply company service procedures consistently across all contacts, regardless of language or channel

• 1-5 years of experience in a customer service role, or 5+ years at a mid-senior level
• Fluency in two languages, with the ability to communicate clearly and professionally in both
• Proven ability to resolve customer problems independently and to a satisfactory conclusion
• Experience managing multiple tasks or cases at the same time without loss of accuracy
• Hands-on experience using customer relationship management systems to log and track interactions

• Experience in a fully remote, asynchronous customer service environment