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