Spanish Bilingual Customer Service Representative

About Visaya

Visaya Knowledge Process Outsourcing Corporation is a proudly Filipino organization recognized globally for service excellence, innovation, and a culture of malasakit. We are committed to building long-term partnerships through quality, reliability, and a people-first approach.

Role Overview

The Customer Service Representative (Spanish Bilingual) is responsible for providing inbound customer support in both English and Spanish. This role serves as a primary point of contact for customer inquiries, including billing, payments, account access, products, and services.

The role focuses on delivering a positive customer experience through professional call handling, accurate customer verification, effective issue resolution, complaint management, and complete documentation while following company policies and data-protection requirements.

Key Responsibilities

• Handle inbound customer calls in English and Spanish professionally and courteously
• Follow established call-handling procedures, including greeting, customer verification, issue identification, resolution, wrap-up, and after-call work
• Use active listening, empathy, and effective communication to understand and address customer concerns
• Verify customer identities using established security protocols before accessing or discussing account information
• Protect confidential customer information and comply with company policies on privacy, security, and data protection
• Assist customers with billing inquiries, payment concerns, account access issues, and product or service questions
• Investigate customer concerns using effective probing and problem-solving techniques
• Navigate multiple systems and tools while maintaining efficient handling times and service quality
• Provide clear explanations, appropriate solutions, and accurate follow-up expectations
• Identify concerns requiring escalation and follow established escalation procedures
• Handle customer complaints with empathy, accountability, and a focus on resolution
• Coordinate warm transfers to supervisors or other departments when necessary
• Maintain accurate and complete CRM documentation for all customer interactions
• Update account records, case notes, resolutions, and follow-up activities in real time
• Complete all after-call work and required documentation before proceeding to the next customer interaction
• Meet or exceed customer satisfaction, service quality, productivity, and compliance KPIs
• Participate in training, coaching, and continuous improvement initiatives
• Perform other duties as assigned

Qualifications

• At least 1 to 2 years of experience in customer service, contact center operations, or inbound customer support
• Proficient in both English and Spanish, with strong verbal and written communication skills
• Experience handling customer inquiries, complaints, and escalations is an advantage
• Strong active listening, probing, problem-solving, and conflict-resolution skills
• Comfortable handling billing, payment, account access, and general product or service concerns
• Familiarity with CRM platforms and customer support systems is an advantage
• Confident navigating multiple systems, tools, and applications
• Ability to multitask in a fast-paced, high-volume environment
• Strong attention to detail and ability to maintain accurate documentation
• Understanding of customer verification, data privacy, and confidential information handling
• Detail-oriented, reliable, and customer-focused
• Ability to remain professional and composed during challenging customer interactions

Why join us?

• Competitive salary package and benefits
• HMO coverage + dependents
• Paid leaves and government-mandated benefits
• Performance incentives and recognition programs
• Training, upskilling, and career growth opportunities

Visaya KPO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.