Customer Service Representative - Retail (Bilingual)

About the role

We are seeking a bilingual Customer Service Representative to provide technical support and exceptional service to retail customers. The role involves troubleshooting, documentation, and continuous improvement of service delivery.

Key responsibilities

• Investigate, troubleshoot, and resolve hardware, software, and networking issues following escalation protocols.
• Deliver friendly, empathetic, and professional support while building rapport with customers.
• Maintain accurate account notes and ensure service meets contractual performance standards.
• Apply conceptual thinking to resolve unstructured issues and contribute to service improvement initiatives.

Required profile

• Preferred associate’s degree in a technical field with 6+ years of relevant experience.
• Maintain required certifications and demonstrate expertise in the client’s technical systems.
• Strong verbal and written communication skills with high patience and professionalism.
• Proven ability to multitask, adapt to change, work independently or in a team, and maintain high attention to detail.
• Flexibility to work rotating shifts as required by the program.