Customer Support Agent (Bilingual)
Permanent Employee, Full-time, Remote, PST Shift
Job Summary:
We’re seeking proactive, customer-focused Customer Support Agents to represent our brand by answering inquiries, resolving issues, and delivering exceptional experiences across email, SMS, phone, and online forms. If you excel at communication, problem-solving, and relationship-building in a fast-paced environment, we’d like to meet you.
Responsibilities:
Customer Engagement
Respond promptly and professionally to customers via email, SMS, phone, and online forms.
Provide accurate information about products, services, and policies.
Address customer questions, complaints, and concerns with empathy and efficiency.
Issue Resolution
Troubleshoot product-related issues, collaborating with other departments when needed.
Escalate complex cases to the appropriate team and follow through to resolution.
Feedback Management
Log customer feedback, suggestions, and recurring issues.
Share insights with internal teams to drive continuous improvement.
Brand Advocacy
Uphold a consistent, positive brand voice in every interaction.
Build loyalty by engaging customers and reinforcing brand trust.
Requirements:
5+ years in customer service or account management (technical contact-center environment preferred).
Outstanding written and verbal communication skills.
Strong problem-solving ability with keen attention to detail.
Proven track record handling high-pressure situations and multitasking.
Proficiency with customer-service tools: Kustomer, Aircall, Shopify, Fulfill, UPS portals, Slack, returns-management systems.
Minimum C1 level bilingual or trilingual abilities in Spanish, German,
and/or French.
Experience moderating reviews and using social platforms for customer support (Emplifi, Instagram, Facebook, X/Twitter) preferred.
Background in quality assurance or process-improvement methodologies preferred.
Familiarity with industry best practices and emerging customer-service trends preferred.
Bachelor’s degree preferred.