We are looking for a Spanish Customer Support Specialist to deliver excellent customer service to our Spanish-speaking clients. The ideal candidate must hold a Colombian passport and will be responsible for managing customer inquiries via chat, email, and phone through the Freshworks platform. During periods of low inbound volume, the role will also involve outbound calls to conduct customer surveys and provide updates on existing tickets.
This role requires a proactive and customer-centric individual to ensure a positive customer experience through both real-time support and proactive outreach.
Key Responsibilities:
- Customer Support: Provide customer assistance via chat, email, and phone in Spanish using the Freshworks platform
- Issue Resolution: Address customer questions related to products, services, and technical concerns, offering timely and accurate solutions
- Ticket Management: Keep customers updated on their ongoing support tickets and ensure that issues are resolved efficiently
- Outbound Calls: Make outbound calls for customer surveys and to update customers on their support cases during quieter periods
- Troubleshooting: Help customers resolve issues by troubleshooting and escalating problems as necessary
- Customer Satisfaction: Maintain a positive and professional approach to every interaction, aiming to exceed customer expectations
- Documentation: Record all customer interactions and resolutions within the Freshworks system accurately
Requirements
- Nationality: Must possess a valid Colombian passport
- Language Skills: Fluent in Spanish (written and spoken). Proficiency in English is an advantage
- Customer Service Experience: Previous experience in customer support (via phone, chat, or email) is preferred
- Outbound Call Experience: Experience with outbound calls for surveys or follow-ups is beneficial
- Technical Skills: Familiarity with Freshworks or similar customer support software is a plus
- Attention to Detail: Ability to manage multiple customer interactions while maintaining high-quality service and accurate documentation
- Time Management: Strong organizational skills to handle call and email volumes efficiently
- Flexibility: Willingness to work in shifts, including nights, weekends, and holidays, as required
Preferred Qualifications:
- Prior experience in a customer support environment (especially in chat, phone, or email)
- Experience with resolving escalations and handling customer complaints effectively
- Knowledge of Colombian market and consumer behavior is an advantage
Additional Information:
- Tools & Platform: Full training on the Freshworks platform will be provided to manage chat, email, and phone support
- Work Setup: This is a remote position with flexible working hours based on business needs
Benefits
- HMO with 1 free dependent upon hire
- Life Insurance
- 20 PTO credits annually
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
Disclaimer:
This job posting is for potential client opportunities and is intended for candidate pooling purposes only. By submitting your application, you are expressing interest in future positions with our clients. This does not guarantee immediate employment or an offer for a specific role.
