Job Summary

The Bilingual Customer Service Representative (CSR) is responsible for delivering exceptional customer support in two languages, serving as a key point of contact for clients, donors, or patients. This role involves handling incoming calls, addressing inquiries, resolving concerns, and providing accurate information while maintaining professionalism, confidentiality, and high service standards.

Key Responsibilities

• Answer incoming calls, emails, or messages in both languages in a timely and professional manner

• Provide clear, accurate, and culturally appropriate communication to ensure customer understanding and satisfaction

• Route calls and inquiries to the appropriate department when necessary

• Build and maintain strong relationships with customers by understanding their needs and delivering personalized support

• Handle customer concerns, complaints, and requests efficiently, coordinating with internal teams for resolution

• Provide detailed information regarding products, services, policies, and procedures

• Document customer interactions accurately in CRM systems

• Maintain confidentiality of sensitive customer information at all times

• Meet or exceed performance metrics related to customer satisfaction, response time, and quality standards

Qualifications and Skills

• Fluency in English/Spanish or English/Arabic (spoken and written)

• Strong communication and active listening skills

• Excellent customer service and problem-solving abilities

• Ability to multitask in a fast-paced environment

• Proficiency with CRM systems and basic computer applications

• Professional demeanor with a strong attention to detail

• Prior customer service or call center experience is preferred

Work Environment

• Remote

• May require flexible shifts, including evenings or weekends