Who We Are
CatalyzeX is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients. As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.
What You'll Do
As a Bilingual Customer Experience Specialist, you'll be the first point of contact for our customers, delivering fast, accurate, and reassuring support across calls and email in both English and Spanish. You will:
- Handle both inbound and outbound calls supporting customers with account, payment, and transaction-related inquiries.
- Triage inquiries by urgency and topic, and reach out proactively to customers when needed.
- Listen actively, de-escalate tense situations, and problem-solve in real time.
- Recognize when an inquiry exceeds first-tier CS scope and execute a warm handoff to the appropriate internal team, rather than leaving the customer in a hold queue.
- Handle sensitive financial information with care, accuracy, and compliance.
- Follow through on every inquiry to a clear resolution or next step, with no inquiry left unresolved.
- Document interactions clearly and keep records accurate in the CRM or ticketing system.
Who You Are
We're looking for candidates who meet the following criteria:
- Fully bilingual: fluent in both English and Spanish, written and verbal (this is a strict requirement for this role).
- Strong, professional English with a neutral or easily understood accent for customer-facing calls.
- Minimum 2 years of experience in a customer-facing role handling inbound calls and emails, with proven ability to triage inquiries by urgency and topic.
- Strong active listening skills with the ability to de-escalate and problem-solve in real time.
- Ability to recognize when an inquiry exceeds first-tier CS scope and execute a warm handoff to the appropriate internal team.
- Detail-oriented with strong follow-through; no inquiry left without a resolution or clear next step.
- Comfortable handling both inbound and outbound calls.
- Reliable, self-managed, and able to work independently in a remote setup.
Preferred:
- Experience in financial services, insurance, or payments environments.
- Prior experience with CRM or ticketing systems (HubSpot, Aircall, or similar).
- General proficiency in MS Office (Outlook, Excel, Word).
Technical Requirements
Internet connection: High-speed internet required, minimum 20 Mbps or fiber connection
Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
- Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on
- Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled
- Not permitted: Chromebooks (ChromeOS), tablets, and mobile devices are not supported and cannot be used for this role
RAM: Minimum 8 GB (16 GB preferred)
A quiet, professional workspace suitable for phone calls
Noise-canceling headset
Power and internet backup required
Rates and Expectations
- Work Setup: Remote
- Full-Time Role (40 hours per week)
- Rate: $6 - $7 per hour
- Timezone: US time zones
If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.
Link: https://www.careers-page.com/brolly-labs/job/636XWRXR