Bilingual Customer Experience Specialist

About the role

The organization operates within the grocery delivery industry, addressing the challenge of providing reliable access to groceries and household goods. It serves a broad community including consumers, shoppers, retailers, and advertisers by offering a flexible and essential service that supports both customers and gig workers. The company emphasizes a data-driven and empathetic approach to customer service, integrating cross-functional collaboration to enhance the overall customer experience.

The Bilingual Customer Experience Specialist role is focused on delivering high-quality support to the organization's diverse community. This position is central to maintaining seamless service across various communication channels, resolving complex customer inquiries, and contributing to continuous improvements in customer experience. The role is essential for managing customer relationships effectively and supporting operational goals by addressing issues promptly and accurately.

Responsibilities

• Provide direct customer support via phone, chat, and email.
• Navigate and apply complex workflows and policies to resolve order and account issues.
• Investigate customer issues thoroughly to ensure fair outcomes.
• Document cases and create transfer tickets with detailed notes.
• Identify patterns and suggest improvements to supervisors and leadership.
• Model best practices and contribute to a positive team environment.
• Report emerging operational challenges and escalate issues appropriately.

Requirements

• High school diploma or equivalent; additional education or training is a plus.
• Minimum one year of customer-facing experience.
• Fluency in Spanish, both spoken and written.
• Ability to handle live contacts for most of the scheduled time in a fast-paced environment.
• Strong written and verbal communication skills.
• Problem-solving skills with sound judgment within policy guidelines.
• Emotional intelligence and resilience in handling challenging customer situations.
• Basic technical proficiency with CRM and productivity tools.
• Flexibility to work evenings, weekends, and holidays.
• Willingness to use AI-assisted tools and new technologies.
• Preferred: Experience in multi-channel contact centers.
• Preferred: Familiarity with complex, policy-heavy workflows.
• Preferred: Experience with CRM and contact center tools such as Salesforce, Genesys/Ujet, Zendesk.
• Preferred: Ability to identify trends and propose improvements.
• Preferred: Collaborative team player with mentorship experience.

Benefits

• Medical insurance
• Dental insurance
• 401(k)