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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates fluency in Spanish and English, providing exceptional customer service through effective communication and problem resolution. Proficient in CRM systems and call center software, ensuring adherence to industry standards and KPIs.
Highest-signal resume keywords
Fluent In SpanishCustomer Service ExperienceProficiency In CRM SystemsStrong Verbal And Written Communication SkillsAbility To Work Independently And As Part Of A Team
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceCall Center OperationsDocumentation In CRMTranslation SkillsKPI Management
Soft Skills
Excellent Listening SkillsEmpathyProfessional Demeanor
Tools & Technologies
CRM SystemsCall Center SoftwareMicrosoft ToolsGoogle Docs
Certifications & Qualifications
High School Diploma Or Equivalent
Industry Keywords
PCI StandardsQuality AssuranceCustomer SatisfactionInbound And Outbound CallsFast-Paced Environment
About the role
Key responsibilities & impact- Handle inbound and outbound customer calls professionally in Spanish and English
- Collaborate with team members and other departments to resolve customer issues and escalate complex cases
- Ensure adherence to PCI standards, industry best practices, and security protocols
- Document customer interactions, inquiries, actions, and resolutions in the CRM system or ticketing software
- Meet or exceed KPIs including call quality, average handling time, first-call resolution, and customer satisfaction
- Participate in quality assurance evaluations and coaching sessions
- Handle additional callbacks requiring Spanish-language assistance
- Assist with translation between customers and departments when needed
- Provide customer service via email and chat in Spanish and English
- Review or translate Spanish-language documents and product interfaces
Requirements
What you’ll need- Fluent in Spanish, written and verbal
- High school diploma or equivalent; additional education or certifications are preferred
- Proven customer service experience in a call center or similar environment
- Strong verbal and written communication skills, including communicating technical information to non-technical customers
- Excellent listening skills and ability to empathize with customers while maintaining a calm and professional demeanor
- Proficiency in CRM systems, call center software, and other tools for managing customer interactions and data
- Previous experience with Microsoft tools and Google Docs in a professional setting is preferred
- Ability to work independently and as part of a team in a fast-paced environment
- Flexibility to work various shifts, including mornings, evenings, and holidays as required by business needs
Benefits
Comp & perks- Career and salary advancement opportunities
- Ongoing training and coaching
- Supportive, team-oriented collaborative environment
- Competitive compensation plans
- Flexible shift options, including mornings, evenings, and holidays
- Impactful work protecting businesses from cyber threats and helping them achieve compliance
- Comprehensive health, dental, and vision insurance for full-time employees after 30 days of employment