Pearl Talent is hiring a Bilingual Customer Service Representative (Spanish/English) to serve as the voice of our company for diverse customers. You will ensure seamless experiences through professional, empathetic, and culturally appropriate communication in both languages, supporting Spanish-speaking tenants, landlords, and clients across various industries.
What You'll Do
- 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 in English or Spanish to ensure satisfaction and gather feedback.
- Translate complex information into simple, customer-friendly language in both English and Spanish.
- 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.
- Manage order changes, cancellations, and special requests from English and Spanish speakers.
- Provide solutions to customer issues in English or Spanish, troubleshooting independently.
- 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.
- Translate technical or billing information into customer-friendly explanations in Spanish.
- Document all customer interactions in CRM systems with notes in the appropriate language.
- Collaborate with operations teams to address recurring issues affecting Spanish-speaking customers.
- Generate customer satisfaction reports across English and Spanish-speaking customer segments.
- Identify upsell and cross-sell opportunities during bilingual customer interactions.
- Identify trends specific to the Spanish-speaking customer base and recommend improvements.
- Provide insights on cultural considerations that affect customer satisfaction.
- Develop bilingual SOPs and customer service materials.
What We're Looking For
- Fluent in both Spanish and English (C2 level in English) with clear, neutral accent in both languages—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.
- Understanding of cultural nuances in customer service across English and Spanish-speaking markets.
- Highly organized with exceptional attention to detail and accuracy.
- Calm, patient demeanor—especially with elderly, frustrated, or non-technical Spanish-speaking callers.
- Strong analytical skills with ability to explain billing logic and complex concepts simply in both languages.
- Proven ability to manage multiple priorities in fast-paced bilingual environments.
- Willingness to work shifting schedules including weekends and US holidays during peak seasons.
- Dependable with high-speed internet connection for remote work.
Nice to Have
- Startup or high-growth company experience.
- Experience in US utility, billing, energy, or telecom systems serving Spanish-speaking customers.
- Proven track record with upselling to bilingual customer base.
- Familiarity with e-commerce platforms (especially Shopify).
- Background in clean-tech, SaaS, or luxury products/services.
- Experience in floral, gifting, or event planning industries.
- Process documentation experience in bilingual environments.
- Familiarity with LATAM business practices and cultural norms.
- Experience working with elderly or diverse Spanish-speaking demographics.
- Trilingual capabilities (English/Spanish/Portuguese or French).
Technical Stack
- Zendesk or similar ticketing and VOIP systems with multilingual capabilities.
- Salesforce, HubSpot, or equivalent customer relationship management tools.
- Email, phone systems, live chat platforms, SMS tools (bilingual functionality).
- Google Workspace: Gmail, Docs, Sheets, Drive.
- Order processing and tracking systems.
Benefits & Compensation
- Competitive Salary: Based on experience and skills.
- Remote Work: Fully remote — work from anywhere.
- Generous PTO: In accordance with company policy.
- Direct Mentorship: Access to global industry leaders.
- Learning & Development: Continuous growth resources.
- Global Networking: Work with international teams.
Work Mode
This is a fully remote position open to candidates in LATAM (Mexico, Colombia, Argentina, Brazil) and other Spanish-speaking regions.
Pearl Talent is an equal opportunity employer.
