Spanish Speaking Customer Service Representative (UK based)

Job Title: Spanish Speaking Customer Service Representative (UK-based)

Job type: Permanent/Full time

Location: Remote (Working to US Eastern Standard Time, 8:30 AM - 5:30 PM EST / 1:30 PM - 10:30 PM UK Time)

Salary: £28,000 plus additional benefits

Job Overview:

As a US Customer Service Representative, you will be responsible for providing exceptional customer service to US-based clients, managing inquiries and sales activities via telephone, email, and Livechat. You will work collaboratively with the UK-based Sales Team while offering bilingual support in English and Spanish. This role requires strong communication, a professional approach, and a commitment to meeting company standards in customer service excellence.

Key Responsibilities:

Perform all Customer Service and Sales activities in both English and Spanish including:

• Deal courteously, professionally, and promptly with customer enquiries via telephone, email and Livechat, recommending the most appropriate test for them and answering service-related questions
• Conduct calls in line with the company call quality framework
• Management of all email inboxes
• Process sales orders, collecting payment from customers via phone
• Respond to outbound calls and email enquiries
• Sending reports to customers (electronic and paper based) where appropriate
• CRM Management: Generate and maintain customer records and update case notes in Salesforce (SF).
• Adherence to Procedures: Follow departmental procedures, policies, and company protocols.
• Quality Management: Understand and adhere to the company's Quality Management System (QMS) and ensure compliance with quality standards.
• Complaint Management: Report customer complaints or non-conformances to your supervisor.
• Performance Monitoring: Attend meetings with the Sales Manager/Supervisor and work towards achieving Key Performance Indicators (KPIs) set by the Sales Manager.

Requirements:

• Language Skills: Fluent in English; Spanish language skills are highly desirable (both verbal and written).
• Experience: Proven experience in a professional customer service and administrative role.
• Technology Proficient: Knowledge of Microsoft Office and data entry systems.
• Remote Working: Able to work remotely to US Eastern Standard Time (8:30 AM - 5:30 PM EST / 1:30 PM - 10:30 PM UK).
• Flexibility: Staff members are expected to have a flexible approach to their working week, which may include different shifts or tasks as needed.
• Communication Skills: Strong verbal and written communication skills are essential to effectively engage with customers and team members.
• Self-Development: Be proactive in identifying limitations and communicating any training needs to your line manager.

If you are passionate about customer service and thrive in a dynamic, remote working environment, we invite you to apply and become a key part of a growing team!