Job description

This is a remote position.

Schedule: Monday to Friday, 9:00 a.m. to 5:00 p.m. Miami, FL Time (30-minute paid break) - Monday to Friday, 12:30 a.m. to 9:00 a.m. Manila Time

Paid Hours per Week: 40 hours

We are seeking a highly motivated and detail-oriented Bilingual (English-Spanish) Customer Service Agent to join our client’s team. The ideal candidate will play a crucial role in providing exceptional customer support, ensuring a seamless order management process, and assisting with sales-related inquiries. This role requires outstanding organizational skills, strong problem-solving abilities, and the capability to work across departments to enhance the overall customer experience.

Key Responsibilities:

Customer Service Management:

Handle customer inquiries via phone and email in both English and Spanish.
Resolve customer complaints efficiently while maintaining a positive and professional demeanor.
Provide accurate information regarding products, pricing, and availability.

Sales Support:

Process quotes and ensure accuracy in pricing and product availability.
Assist with final invoicing and secure payment processes.
Collaborate with sales teams to support customer purchase decisions.

Order Processing & Fulfillment:

Monitor and follow up on customer orders to ensure timely processing.
Verify stock availability and coordinate with warehouses and shipping teams.
Communicate updates with customers regarding order status and delivery timelines.

Problem Resolution:

Address and resolve order discrepancies, damaged goods claims, and logistics issues promptly.
Work with internal teams to troubleshoot and implement effective solutions.

Qualifications & Skills:

Bilingual proficiency in English and Spanish (written and spoken).
Strong organizational skills and attention to detail.
Excellent communication and interpersonal skills.
Experience with SAP software is highly preferred.
Knowledge of hardware products is a plus.
Ability to work independently and collaboratively in a fast-paced environment.
Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and other CRM tools.