job description
Are you a fluent Spanish and English speaker with a passion for delivering exceptional customer service in the healthcare sector? EXL Services is seeking a dedicated Bilingual Customer Support Specialist to join our dynamic team and serve as an ambassador for positive customer experiences.
In this role, you will provide high-quality support to Spanish-speaking clients, ensuring their inquiries are resolved efficiently and professionally. This is a remote position based in Bali, offering you the flexibility to work from the comfort of your home while contributing to a global team.
At EXL, we value empathy, problem-solving skills, and cultural sensitivity. If you thrive in a fast-paced environment and enjoy making a difference in customers' lives, this opportunity is perfect for you.
Responsibility
- Provide bilingual customer support (Spanish/English) via phone, email, and chat for healthcare-related inquiries.
- Respond to customer concerns with empathy and professionalism, ensuring a positive experience.
- Accurately document and track customer interactions in our CRM system.
- Collaborate with cross-functional teams to resolve complex issues and improve service quality.
- Educate customers on healthcare products, services, and policies.
- Meet and exceed performance metrics such as response time, resolution rate, and customer satisfaction.
- Stay updated on healthcare industry trends and company updates to provide accurate information.
- Participate in training sessions to enhance skills and product knowledge.
Qualifications
- Fluency in Spanish and English (written and verbal) is mandatory.
- Minimum 1-2 years of experience in customer service, preferably in healthcare or call center environments.
- Strong communication and interpersonal skills with a customer-centric approach.
- Ability to work independently and in a team in a remote setting.
- Familiarity with CRM systems and basic computer applications (e.g., Microsoft Office, Google Workspace).
- High school diploma or equivalent; bachelor’s degree is a plus.
- Availability to work flexible hours, including possible shifts to align with global clients.
- Residence in Bali with a stable internet connection and a quiet workspace.