Customer Service Representative - Retail (Bilingual)

About the role

As a Customer Service Representative you will support retail customers by resolving inquiries, providing product and service information, and delivering a positive experience in a high‑volume environment.

Key responsibilities

• Deliver customer service that meets or exceeds established service levels and KPIs.
• Identify customer needs and provide appropriate solutions, using decision‑support tools and CRM systems.
• Build rapport through active listening, empathy, and professional communication.
• Maintain accurate records of interactions and document customer information.
• Offer additional products and services when appropriate and participate in initiatives to improve satisfaction.

Required profile

• High school diploma (or equivalent).
• Strong customer‑service mindset with courteous, professional approach.
• Excellent verbal and written communication skills.
• Ability to multitask, adapt quickly in a fast‑paced environment, and pay close attention to detail.
• Flexibility to work rotating schedules and ability to work both independently and within a team.

Required skills

• Basic PC and computer navigation skills.
• Familiarity with CRM or customer‑service tracking systems (preferred).
• Experience in a metrics‑driven call‑center environment (preferred).