Customer Support Representative - English/Spanish required

We are seeking a bilingual (English/Spanish) Customer Support Representative to handle our clients' calls and chat messages on a daily basis. As a Customer Support Representative, you will be the first to talk to our clients when they call to request service information, or follow up on a project. The ideal candidate has experience in customer support and service, a bilingual background, as well as language and translation general knowledge.  

Description

• Answer chats, phone calls and emails to external clients thoroughly and in a timely fashion 

• Educate clients about costs and procedures of interpreting, translation, localization services, as well as other solutions offered by Day Translations

• Process inbound leads and help Project Managers define the scope of projects

• Informs clients about the current status of projects 

• Forwards information/messages from chat or phone to the appropriate departments 

• Reports activity in tracking systems and actively communicates with peers on task completion

• Adhere to applicable policies and procedures 

• Documentation and other side-tasks assigned

🎯 Requirements

• Proven experience in customer support or customer service 

• Capacity to handle incoming calls from clients during their complete shifts 

• Advanced verbal and written communication skills in English (Native or C1) and fluency in Spanish. Additional languages are a plus.

• Knowledge of the translation industry is a plus but not required 

• Excellent cross-cultural and interpersonal communication skills 

• Strong sense of professionalism and politeness

🏖️ Benefits

• Paid time off after 6-months of hire: 6 days of paid sick leave per year, 

• 16 days of paid holidays per year (to be chosen by the team member)

• 16 days of paid vacation per year 

• Parent and bereavement leave.

Additional details: 

• 
  This is a full-time position (40 hours per week)
• Remote forever company
• Paid time off after 6-months of hire: 6 days of paid sick leave per year, 16 days of paid holidays per year (to be chosen by the team member) and 16 days of paid vacation per year, parent and bereavement leave. 

The recruiting cycle for this position includes an HR interview and a role-playing scenario. It is possible that we might need to schedule a short meet-and-greet with an executive or manager as a final step.  
 

All the application questions are mandatory. If any of the questions not have a full answer, the application may be disqualified or the candidate might be contacted for the responses.