Spanish-Speaking Customer Service Representative

About MAKS TIPM Rebuilders

MAKS TIPM Rebuilders specializes in automotive electronics remanufacturing, including TIPMs, ECMs, and other vehicle control modules. We support vehicle owners, repair facilities, dealerships, and fleet operators by providing dependable products, responsive technical assistance, and professional customer service.

We are looking for a bilingual Spanish-speaking Customer Service Representative who can confidently assist both English- and Spanish-speaking customers throughout their experience with MAKS.

Position Overview

The Spanish-Speaking Customer Service Representative will serve as a primary point of contact for customers through phone, email, and messaging platforms. This role is responsible for answering product and order-related questions, resolving concerns, documenting customer interactions, and coordinating with internal departments to ensure timely and accurate service.

The ideal candidate is fluent in Spanish and English, communicates with empathy and professionalism, and is comfortable learning basic automotive and technical concepts.

Key Responsibilities

• Serve as the first point of contact for English- and Spanish-speaking customers through inbound and outbound calls, email, SMS, and messaging platforms.
• Respond promptly, professionally, and accurately to customer inquiries, service requests, complaints, and follow-up needs.
• Explain MAKS products, repair services, ordering procedures, warranties, returns, core returns, shipping requirements, and company policies.
• Assist customers in identifying the correct automotive module based on available vehicle and product information.
• Process customer orders accurately and coordinate with the Sales, Shipping, Technical Support, Repair, and Returns departments.
• Create, update, and manage customer service tickets to document conversations, actions taken, commitments, and required follow-ups.
• Troubleshoot basic product, installation, and order-related concerns using approved scripts, guides, and knowledge-base resources.
• Recognize technical concerns that require advanced assistance and escalate them to the appropriate department.
• Provide clear Spanish translations or explanations when supporting Spanish-speaking customers.
• Follow up on unresolved concerns and help ensure that customer commitments are completed on time.
• Maintain current knowledge of company products, promotions, warranties, procedures, and customer service policies.
• Protect confidential customer and company information and comply with data privacy and security requirements.
• Follow the Company's Code of Conduct and workplace behavior standards.
• Collaborate with team members, supervisors, and other departments to resolve complex concerns and improve the customer experience.
• Participate in required training, coaching sessions, quality evaluations, and performance reviews.
• Meet assigned performance expectations for call handling, responsiveness, ticket documentation, customer satisfaction, attendance, and quality.

Required Qualifications

• Fluent or near-native proficiency in spoken and written Spanish.
• Strong spoken and written English communication skills.
• Previous experience in customer service, contact center operations, technical support, sales support, or a related role.
• Confident handling inbound and outbound customer calls.
• Ability to communicate technical information in simple, customer-friendly language.
• Strong listening, problem-solving, and conflict-resolution skills.
• Professional, patient, empathetic, and solution-oriented approach.
• Strong attention to detail when processing orders and documenting customer interactions.
• Ability to manage multiple conversations, tickets, and follow-up responsibilities.
• Comfortable using CRM systems, email, cloud-based applications, and messaging platforms.
• Willingness to learn automotive electronics terminology and MAKS product lines.

Preferred Qualifications

• Experience supporting customers in the automotive, electronics, repair, e-commerce, or technical-service industry.
• Familiarity with TIPMs, ECMs, PCMs, BCMs, or other automotive electronic modules.
• Experience with CRM, ticketing, phone, order-management, or shipping systems.
• Experience handling warranties, returns, refunds, shipping concerns, and escalated customer complaints.
• Experience providing customer support to customers located in the United States.

Performance Expectations

The selected contractor will be expected to:

• Provide accurate, courteous, and professional assistance in both Spanish and English.
• Maintain complete and accurate documentation of customer interactions.
• Follow required schedules and demonstrate dependable attendance.
• Complete assigned follow-ups within established service timelines.
• Meet company standards for quality assurance, customer satisfaction, responsiveness, and productivity.
• Follow approved escalation procedures and avoid making unauthorized technical, warranty, refund, or delivery commitments.

What We're Looking For

We are looking for someone who:

• Takes ownership of customer concerns.
• Remains calm and professional during difficult conversations.
• Communicates confidently with customers from different backgrounds.
• Learns technical products and procedures quickly.
• Pays close attention to order details and customer documentation.
• Consistently represents MAKS with accountability, empathy, and professionalism.
• Who can work onsite near the Valencia-Dumaguete area or is willing to relocate

How to Apply

Please submit the following:

• Your updated résumé.
• A brief introduction describing your customer service experience.
• Your level of proficiency in Spanish and English.
• A short Spanish and English voice recording introducing yourself and explaining why you are a strong candidate.

MAKS TIPM Rebuilders is committed to providing professional and respectful opportunities. Applicants will be considered based on their qualifications, experience, communication skills, and ability to perform the role's responsibilities.