CX Agent I (Bilingual)

Roles/Responsibilities

• Professionally handle basic to moderately complex customer inquiries via phone and email.
• Meet assigned daily productivity and quality expectations while maintaining a customer-focused mindset.
• Build and apply working knowledge of core customer service processes.
• Use effective listening and questioning skills to understand customer needs and accurately document interactions.
• Process standard customer service activities, including call logging and case documentation, in accordance with guidelines.
• Follow established procedures to resolve issues or route interactions appropriately.
• Partner with peers, Team Leads, and support teams to achieve timely resolution.
• Apply basic de-escalation techniques and seek guidance when handling elevated customer concerns.
• Escalate complex, non-warrantable, or high-risk interactions in accordance with established guidelines.
• Demonstrate reliability, professionalism, and a continuous learning mindset.

Education and Experience Requirements

• Education equivalent to four years of high school.
• 0–2 years of customer service or support experience.
• Basic understanding of service operations and workflows.
• Effective analytical, interpersonal, organizational, and time management skills.
• Demonstrated effective communication, active listening, and professionalism.
• Demonstrated strength in both written and verbal communication.
• Proficiency in Microsoft Office products, including Word, Excel, and PowerPoint.