Bilingual Call Center Representative; Fluent in Spanish & English

Position Overview

Sydney, NS

We are looking for bilingual call center representatives to support inbound customer service, help desk, technical support, and back‑office processing for commercial and public sector support positions. In this role you will handle inbound inquiries, troubleshoot basic technical issues, and assist callers with product and process‑related inquiries while professionally representing some of the most recognizable brands in the world. Candidates should have excellent communication skills, be willing to learn on the job, and be highly reliable.

There are a wide variety of project openings representing some of the most recognizable brands in the world. Schedules vary by site and program; we can usually find something that works for everyone.

This is an entry‑level position that offers on‑the‑job paid training. Compensation is commensurate with experience and prior contact center experience isn’t required, though experience in customer service, tech support, inside sales or back‑office support is a plus.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Listen to customers, understand their needs, and resolve customer issues.
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues.
• Follow the processes of the client program and perform all tasks in a courteous and professional manner.
• Utilize systems and technology to complete account management tasks.
• Accurately document and process customer claims in appropriate systems.
• Follow all required scripts, policies, and procedures.
• Utilize knowledge base and training to accurately answer customer questions.
• Comply with requirements surrounding confidential and personal information.
• Appropriately and effectively engage the managerial team to resolve customer issues.
• Ensure first‑call resolution through problem solving and effective call handling.
• Attend meetings and training and review all new training material to stay up to date on program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data‑entry utilizing a computer.
• Ability to read and speak English fluently.
• Wired, high‑speed internet connection (download speed ≥ 20 Mbps).
• Excellent organizational, written, and oral communication skills.
• Typing speed ≥ 20 words per minute.
• Ability to work regular scheduled shifts within hours of operation, including training period.
• Basic Microsoft Office Suite proficiency (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and ability to learn new complex systems.
• Highly reliable with regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow‑up on customer issues.
• Aptitude for conflict resolution, problem solving, and negotiation.
• Customer‑service oriented (empathetic, responsive, patient, conscientious).
• Multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Thrives in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and ability to build relationships with team and customers.

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
• State or Federal work experience.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug‑screening results. (Does not apply in Canada)

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need.
• Health Benefits:
  
  Full‑time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance:
  Access life insurance options to safeguard your loved ones.
• Supplemental Insurance:
  Accident…