At StaffHero, we connect exceptional talent with world-class opportunities. We are committed to delivering outstanding service experiences through skilled, customer-focused professionals who thrive in a collaborative and performance-driven environment.
Role 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
