Company Description Firstsource Solutions Limited, part of the RP-Sanjiv Goenka Group, is a global operations and intelligence partner serving healthcare, banking and financial services, communications, media, technology, retail, and utilities. With more than 25 years of domain expertise, Firstsource focuses on an agent-first delivery model to design and run intelligent enterprise operations. The company integrates consulting, implementation, and operations to deliver measurable outcomes for highly regulated industries. Firstsource supports over 200 global brands, including Fortune 500 and FTSE 100 companies, across locations in the US, UK, India, Philippines, Mexico, Romania, Trinidad & Tobago, South Africa, and Australia. Team members, known as Firstsourcers, are encouraged to Make It Happen by collaborating and innovating to improve customer experience and business performance.
Role Description This full-time, on-site Spanish Bilingual Customer Service Representative role is based in Taguig. The representative handles inbound and outbound customer interactions in both Spanish and English, responding to inquiries, resolving issues, and providing accurate information about products, services, and account details. Daily tasks include verifying customer identity, documenting interactions in the CRM system, escalating complex concerns to appropriate teams, and following established procedures and compliance requirements. The role involves meeting performance and quality metrics, maintaining professionalism and empathy in every interaction, and participating in coaching or training sessions to improve skills. The representative collaborates with colleagues and supervisors to identify recurring customer issues and suggest process improvements that enhance the overall customer experience.
Qualifications
- Strong bilingual communication skills in Spanish and English, including clear verbal communication and accurate written correspondence.
- Customer service and problem-solving abilities, with experience managing inquiries, handling complaints, and resolving issues efficiently.
- Proficiency with computer systems and CRM or contact center tools, along with basic data entry and documentation skills.
- Ability to follow procedures, adhere to regulatory and company guidelines, and maintain confidentiality and data privacy.
- Resilience in a fast-paced environment, including time management, attention to detail, and the ability to manage multiple tasks.
- Comfort working on-site in Taguig on rotating schedules, including potential evenings, weekends, or holidays as business needs require.
- Previous experience in a call center or customer-facing role is preferred; experience in banking, healthcare, or other regulated industries is an advantage.
- High school diploma or equivalent required; further education or relevant certifications in customer service or communications are beneficial.
