Bilingual Customer Experience Associate

Responsibilities

• Handle 50 to 80 customer interactions per shift across voice, chat, email, SMS and social channels
• Switch fluently between English and Spanish based on customer preference, without transferring the customer
• Resolve enquiries at first contact wherever possible, targeting first contact resolution of 75% or above
• Document every interaction completely and accurately in the client CRM
• Follow client brand voice guidelines and register standards in both languages
• Handle refunds, order modifications, subscription changes and billing disputes within authorised limits
• Update customer records in compliance with Law 1581 of 2012 and client data handling requirements
• Escalate complex or high-severity issues following documented protocols
• Handle cancellations, complaints and service failures using de-escalation techniques
• Meet programme-specific average handle time and after call work targets
• Participate in daily huddles, quality calibration sessions and refresher training
• Maintain schedule adherence and attendance targets

Requirements

• Native or equivalent Spanish
• English at CEFR B2 or above, assessed across speaking, listening, reading and writing before offer
• Secondary education completed. Technical or university study in progress or completed is an advantage
• Ability to type at least 40 words per minute with 95% accuracy in both languages
• Comfort working in a Windows environment with multiple concurrent applications
• Availability for rotating shifts within 07:00 to 23:00 US Eastern coverage, including weekends
• Availability for a hybrid schedule based in Bogotá
• Valid Colombian ID or work permit

Preferred

• Six months or more of contact centre, retail or customer-facing experience
• Experience with CRM platforms: Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot, Intercom
• English at C1, which unlocks progression to team leader and trainer roles
• Experience in e-commerce, SaaS, financial services, healthcare or telecommunications
• Colombian and Latin American diaspora returners with United States or Canadian work experience are strongly encouraged to apply

What we offer

• Direct employment with Corpshore Colombia under the Colombian Labour Code
• Full social security affiliation: health (EPS), pension and occupational risk (ARL)
• Statutory service bonus (prima de servicios)
• Severance and severance interest (cesantías e intereses) as required by law
• Transport allowance where required by law
• Paid annual leave under the Labour Code, with additional days for length of service
• Prepaid medicine or supplementary health plan from day one, with family cover options
• Paid initial training and continuous development throughout employment
• Sponsored professional certification for eligible roles (COPC, ITIL, Six Sigma, HDI, ICMI, technical and cloud certifications)
• Language development support, with a focus on progression from B2 to C1 in English
• Documented career path with internal promotion prioritised
• Dual-monitor workstation and ergonomic seating at onsite locations
• Onsite, hybrid and remote arrangements depending on the role
• Staff wellbeing programme, including on-site psychological support for accounts handling sensitive content
• Access to career opportunities across the global Corpshore network

How to apply

Apply directly on this page. Attach your CV in Spanish, English or both. If no current vacancy matches your profile, join our talent community and we will contact you when a suitable role opens. Applications are reviewed daily. Shortlisted candidates are contacted within five business days.

Equal opportunity and data protection

Corpshore Colombia is an equal opportunity employer. We consider all qualified applicants without regard to gender, age, origin, religion, disability, marital status or any other characteristic protected under Colombian law. Personal data provided during the selection process is handled in accordance with Law 1581 of 2012 and Decree 1377 of 2013. It is used solely for recruitment purposes and retained under our documented retention policy. You may exercise your rights of access, rectification, update and deletion by contacting info@corpshore.solutions. The supervisory authority is the Superintendencia de Industria y Comercio.