Spanish-English Bilingual Representative

Company Description StaffHero connects businesses with skilled remote professionals to help them scale efficiently and affordably. Specializing in sourcing top talent, primarily from the Philippines, we manage the entire employee lifecycle—from recruiting and onboarding to training and ongoing support. Our expertise spans sales, administration, operations, healthcare, legal, and other professional services, helping clients build high-performing remote teams while reducing operational costs and complexity. Position Overview The Spanish–English Bilingual Representative plays a vital role in supporting our clients by delivering high-quality assistance to both Spanish- and English-speaking customers. This is a blended support role, with approximately 80% of the workload focused on phone interactions (inbound and outbound calls) and 20% dedicated to administrative and case management tasks. This position is ideal for individuals who are passionate about customer service, highly organized, and capable of managing both voice and back-office responsibilities in a fast-paced setting. Voice Support (80%) Handle inbound and outbound calls professionally in both Spanish and English Provide accurate information, guidance, and resolution to customer inquiries Manage customer concerns, complaints, and service requests with empathy and efficiency Meet or exceed established quality, productivity, and customer satisfaction targets Follow escalation protocols for complex or high-impact cases Maintain a positive and solutions-oriented customer experience at all times Administrative Support (20%) Accurately document call outcomes, case notes, and follow-up actions in company systems Update and maintain customer records, trackers, and workflow tools Coordinate with internal teams such as operations, billing, recruitment, or client services Support email follow-ups, basic reporting, and task completion requirements Ensure timely completion of assigned non-voice responsibilities Qualifications Fluent in Spanish and English (verbal and written communication) Customer service or call center experience preferred Strong communication, active listening, and problem-solving skills Ability to multitask between phone interactions and administrative duties Basic proficiency in computer applications, CRM, or ticketing systems Flexibility to work shifting schedules, weekends, and holidays if required Core Competencies Customer-centric mindset Attention to detail and accuracy Time management and organizational skills Adaptability in a dynamic work environment Team collaboration and accountability Professionalism and cultural sensitivity Why Join StaffHero Career growth and development opportunities Supportive and inclusive team culture Exposure to global clients and professional advancement