Our client, a consumer goods company, is hiring a Bilingual Customer Support Representative for its Union, New Jersey office. This role handles inbound calls, emails, and chat inquiries from customers in both English and Spanish, resolving order issues, product questions, and account concerns.
The representative will work within a team-based call center environment, using a CRM system to log interactions and track resolution times. The company places a strong emphasis on first-contact resolution and customer satisfaction scores, and this role is central to maintaining those standards across its growing customer base.
This is a full-time, on-site position with a consistent schedule and defined escalation paths for complex cases. Candidates should be comfortable working in a fast-paced, metrics-driven setting while maintaining a professional and patient tone with customers.
Responsibilities
- Respond to customer inquiries via phone, email, and chat in English and Spanish
- Document all customer interactions accurately in the CRM system
- Resolve order, billing, and account issues within established service windows
- Escalate complex or unresolved cases to supervisors or specialized teams
- Meet or exceed individual and team performance metrics
- Process returns, exchanges, and refunds according to company policy
- Identify recurring customer issues and report trends to management
- Maintain up-to-date knowledge of products and company policies
Requirements
- Fluent in both English and Spanish, written and verbal
- At least 2 years of customer service or call center experience
- High school diploma or equivalent required
- Experience using CRM or ticketing software
- Strong typing and data entry skills
- Ability to manage multiple customer interactions simultaneously
- Comfortable working in a metrics-driven environment
- Reliable attendance and punctuality
Benefits
- Medical, dental, and vision insurance
- Paid time off and paid holidays
- 401(k) with company match
- Life insurance
- Employee assistance program
- Tuition reimbursement
- Paid training period
- Opportunities for internal advancement