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India
Remote only
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Bilingual Customer Care Specialist – English and Spanish based in India .
We are seeking a customer-focused, bilingual professional to deliver high-quality support to customers across the United States retail and e-commerce markets. In this role, you will manage a high volume of phone-based inquiries while also supporting email and chat interactions in both English and Spanish. You will take ownership of customer concerns from initial contact through resolution, handling complex situations involving orders, billing, refunds, exchanges, and technical troubleshooting. Success requires excellent communication, sound judgment, and the ability to remain empathetic and composed in demanding situations. You will work in a fully remote, performance-driven environment where accuracy, productivity, compliance, and customer satisfaction are key priorities. This opportunity is ideal for someone who thrives on live customer interactions, values accountability, and can maintain consistent performance while supporting U.S. business hours.
Manage high volumes of inbound customer inquiries through phone calls, emails, and chats in both English and Spanish, taking ownership of each interaction through resolution.
Resolve customer concerns related to billing, order placement and modifications, exchanges, refunds, and system troubleshooting.
Provide accurate, professional, and empathetic assistance while aiming to resolve issues during the first interaction whenever possible.
Navigate multiple internal systems simultaneously while meeting established productivity, call-handling, quality, and compliance standards.
Document customer interactions thoroughly and complete necessary follow-ups to ensure timely and effective resolution.
Apply sound judgment when addressing complex or sensitive situations, balancing customer satisfaction with established business policies and procedures.
Handle confidential customer information responsibly, maintaining discretion and professionalism at all times.
Manage challenging or emotionally charged conversations calmly, demonstrating active listening and a solution-oriented approach.
Monitor individual performance against quality, productivity, and customer satisfaction metrics, incorporating feedback to improve service delivery.
Collaborate with cross-functional teams to resolve customer issues and contribute to special projects, offline tasks, and departmental activities during lower-volume periods.
Maintain reliable availability during assigned U.S. business hours, including weekends, holidays, and occasional overtime when required.
Maintain a professional, distraction-free home working environment and ensure uninterrupted connectivity throughout scheduled shifts.
At least two years of phone-based call center experience supporting U.S. retail and/or e-commerce customers.
C2-level proficiency in both English and Spanish, with advanced verbal communication, active listening, reading, and writing skills in both languages.
Experience handling international customer interactions across phone, email, and chat channels, preferably within a U.S.-based customer support process.
Previous experience working remotely, with the ability to maintain productivity, focus, and accountability in a home-based environment.
Minimum typing speed of 40 words per minute, with strong accuracy and attention to detail.
Excellent interpersonal and communication skills, including the ability to explain solutions clearly and manage difficult customer conversations with empathy.
Strong analytical thinking, decision-making, organizational, and time-management skills.
Ability to manage multiple systems and tasks simultaneously while maintaining accurate documentation and meeting performance targets.
Demonstrated reliability, ownership, adaptability, and a collaborative mindset in a fast-paced, metric-driven environment.
Willingness to receive regular performance feedback and work within structured schedules, service standards, and productivity expectations.
A quiet, private, and distraction-free home workspace without competing responsibilities during scheduled shifts.
Reliable internet connectivity with a minimum speed of 100 Mbps upload and download.
At least nine hours of power backup to support uninterrupted work and connectivity.
Availability to work U.S. business hours, including weekends, holidays, and occasional overtime as business needs require.
Fully remote, work-from-home arrangement on a continuous basis.
Company-sponsored medical insurance covering employees and their family members.
Company-sponsored life insurance.
Group personal accident insurance.
Gratuity benefits.
Hardship allowance paid in addition to the monthly salary.
Extended hardship allowance paid in addition to the monthly salary.
Paid vacation and earned leave.
Maternity, paternity, bereavement, and compensatory leave in accordance with applicable policies and regulations.
Holiday pay.
Employee referral program with financial rewards.
Regular employee recognition initiatives, social activities, monthly events, and birthday celebrations.
Company-provided computer equipment for business use.
Specific salary details and allowance amounts are not disclosed in the available job description.
