Bilingual Customer Service Support
Budget: $2 – $8 USD
My company needs ongoing help handling every customer touch-point—phone calls, email tickets, and live-chat sessions—in both Spanish and English. Most contacts revolve around checking an order’s status, clarifying billing questions, explaining our membership packages, or walking customers through the services we offer.
You’ll log each interaction in our CRM (we currently use Zendesk but are open to Freshdesk or a similar platform), follow predefined response templates where they exist, and escalate anything outside the playbook. Clear, friendly communication and fast turnaround times are essential in both languages; I measure success by first-response time and customer satisfaction scores.
Deliverables
• Same-day responses for email and chat, real-time coverage during phone shifts
• Complete, accurate notes in the ticketing system after every contact
• Weekly summary of common issues and suggested improvements
40 Hours Per Week are Monday through Friday, 7 AM PST to 4 PM PST.
You’ll log each interaction in our CRM (we currently use Zendesk but are open to Freshdesk or a similar platform), follow predefined response templates where they exist, and escalate anything outside the playbook. Clear, friendly communication and fast turnaround times are essential in both languages; I measure success by first-response time and customer satisfaction scores.
Deliverables
• Same-day responses for email and chat, real-time coverage during phone shifts
• Complete, accurate notes in the ticketing system after every contact
• Weekly summary of common issues and suggested improvements
40 Hours Per Week are Monday through Friday, 7 AM PST to 4 PM PST.
Related categories:
Customer Support
CRM
Customer Service
Email Handling
Documentation
Customer Experience
English Translation