Bilingual Customer Service Representative (English/Spanish)

Location: Colombia - Bogotá

Work Arrangement: Hybrid

Schedule: Morning shift

Job Description

Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, or chat in both English and Spanish
- Translate or switch seamlessly between English and Spanish depending on customer needs
- Resolve customer complaints and issues with empathy and efficiency
- Provide accurate information about products, services, policies, and procedures in the customer's preferred language
- Process orders, forms, applications, or requests as needed
- Document customer interactions, transactions, and feedback in the CRM/ticketing system (typically in English for internal reporting)
- Escalate complex or unresolved issues to the appropriate department or supervisor
- Identify and report recurring customer issues or trends
- Meet individual and team performance metrics (e.g., AHT, CSAT, FCR, SLA adherence)
- Maintain up-to-date knowledge of company products, services, and promotions




- Follow company policies, scripts, and quality assurance standards in both languages

Non-negotiable skills & requirements
- Fluent in both Spanish and English (verbal and written)
- 1+ year of customer service or related experience preferred
- Strong verbal and written communication skills in both languages
- Proficiency in CRM software, MS Office, or relevant tools

Perks & Benefits

Comprehensive Legal Benefits (Colombia)
- Health Insurance (EPS)
- Pension Coverage
- Severance Pay (Cesantías)
- Family Compensation Fund (CCF)
- Occupational Risk Insurance (ARL)

Exclusive Perks That Go Beyond
- Premium Health Insurance (Prepagada)
- Life Insurance, starting from your 16th day with us
- Versátil Work Setup options—Hybrid, On-site, or Remote (subject to role)
- Access to the CloudStaff Dream Points Program
- Exciting Growth Opportunities to fuel your career aspirations

📌 Bilingual Customer Service Representative (Bogotá)
🏢 Cloudstaff
📍 Bogotá