Salary: GBP28000 - GBP28000 per annum
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:
* 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.
* Send 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!
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