Spanish Bilingual Customer Experience Agent

Who We Are

Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines deep operational expertise with top offshore talent to deliver consistent, high-quality outcomes for our clients. We take pride in building long-term careers for Filipino professionals, giving you the chance to work with global brands from the comfort of your home.

We are currently hiring a Bilingual Customer Experience Agent (Spanish) to support our growing global client base across e-commerce, SaaS, healthcare, and professional services. Our focus is on delivering scalable customer support solutions that enhance customer experience and operational efficiency.

What You'll Do

As a Bilingual Customer Experience Agent, you will:

• Handle inbound customer inquiries across phone, email, and chat in both English and Spanish, triaging each by urgency and topic.
• Assist customers with product information, order status, billing concerns, tracking, returns, exchanges, and general account support.
• Investigate, troubleshoot, and resolve issues by identifying root causes and walking customers through clear solutions in real time.
• Recognize when an inquiry exceeds first-tier scope and execute a warm handoff to the right internal team rather than leaving the customer waiting in a queue.
• Document every interaction accurately in the CRM or support tools, closing each with a clear resolution or next step.
• Stay current on processes, policies, and product information to keep support consistent and accurate.
• Meet performance expectations for quality, responsiveness, and customer satisfaction.

Who You Are

We're looking for candidates who:

• Have at least 2 years in a customer-facing role handling inbound calls and written inquiries, with a proven ability to prioritize by urgency and topic.
• Are fluent in both English and Spanish (spoken and written), with excellent English communication skills, able to explain solutions clearly, handle tough conversations, and stay composed under pressure.
• Have strong active listening skills, with the ability to de-escalate tense situations and problem-solve on the spot.
• Are customer-focused, empathetic, and solution-oriented.
• Are detail-oriented with strong follow-through, leaving no inquiry without a resolution or a clear next step.
• Can manage multiple channels and tasks in a fast-paced environment.

Technical Requirements

Internet connection: High-speed internet required. Minimum 20 Mbps, fiber connection preferred.

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).

Noise-canceling headset.

Power and internet backup required.

Rates and Expectations

Work Setup: Permanent work from home, open to candidates anywhere in the Philippines

Employment Type: Full-Time

Compensation: PHP 54,000 to PHP 71,000 per month, depending on account assignment

Schedule: US business hours, which fall on a night shift in Philippine time (final schedule depends on account assignment)

Channel Support: Omni-channel (phone, email, chat)

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/8X9V9XYR