Spanish/ English -Speaking Customer Support Specialist – Remote

Company Description Innovative Work Solutions (IWS) provides high-quality outsourcing and workforce solutions that help businesses reduce operational costs while maintaining strong performance. The company specializes in Business Process Outsourcing (BPO), contact center services, dedicated remote teams, sales support, and customer experience management. IWS enables clients to focus on growth while ensuring operational efficiency, visibility, and control. By combining skilled talent, streamlined processes, and hands-on management, IWS delivers flexible, scalable, and results-driven solutions. The organization is committed to building long-term partnerships based on efficiency, reliability, and measurable impact.

Role Description The Spanish/English-Speaking Customer Support Specialist is responsible for providing high-quality customer service to clients and customers in both Spanish and English. This is a full-time, on-site role based in Cairo, where the specialist will handle incoming inquiries via phone, email, and chat, resolve issues, and provide accurate information about products and services. Daily activities include documenting customer interactions, escalating complex cases as needed, and following established procedures to ensure timely and effective resolutions. The specialist will collaborate with team members and supervisors to improve customer experience, participate in training and coaching sessions, and support continuous process improvements. The role requires maintaining professionalism, empathy, and clear communication while meeting performance and quality targets.

Qualifications

• Spanish proficiency at B2 level or above and good English communication skills.
• Previous customer service or call center experience is preferred.
• Strong verbal and written communication skills in both Spanish and English.
• Excellent problem-solving, multitasking, and customer-handling abilities.
• Ability to manage customer inquiries and resolve issues professionally.
• Basic computer skills and familiarity with CRM systems and customer support tools.
• Ability to work independently in a fully remote environment.
• Must be based in Egypt.
• Ability to work the assigned shift: 4:00 PM – 12:00 AM remotely