Senior process associate (spanish)

About the Role
We are looking for a dynamic and customer-focused Spanish Voice Customer Support Associate to join our team. The ideal candidate will be responsible for handling inbound and outbound customer interactions in Spanish and English, resolving customer queries, providing product/service information, and ensuring a high level of customer satisfaction.
Responsibilities
Handle customer inquiries via voice calls in Spanish and English.
Provide timely and accurate resolutions to customer concerns and service requests.
Maintain a professional and positive customer experience during all interactions.
Document customer interactions, feedback, and solutions accurately in CRM systems.
Escalate complex issues to relevant teams when necessary.
Meet and exceed quality, productivity, and customer satisfaction targets.
Follow company policies, processes, and compliance guidelines.
Collaborate with internal teams to ensure effective issue resolution.
Stay updated on products, services, and process changes.
Qualifications
1–4 years of experience in Customer Support, Customer Service, BPO, Call Center, or Voice Process.
Strong verbal and written communication skills in Spanish (B2/C1 level or equivalent) and English.
Ability to manage customer conversations effectively and professionally.
Good problem-solving and conflict-resolution skills.
Basic computer proficiency and familiarity with CRM/ticketing tools.
Customer-centric mindset with strong interpersonal skills.
Ability to work in rotational shifts and a fast-paced environment.
Required Skills
Spanish Language Fluency
Voice Customer Support
Customer Service Excellence
Complaint Resolution
Active Listening
CRM Tools
Multitasking
Problem Solving
Customer Relationship Management
Call Handling
Preferred Skills
Experience supporting international customers.
Certifications in Spanish language proficiency (DELE/SIELE or equivalent) are preferred.
Prior experience in customer support, technical support, or contact center environments.