Job Description

Job Title: Bilingual Contact Center Specialist

Location: Winston Salem, NC

Department: Customer Service / Sales Operations

Job Summary: The Bi lingual Contact Center Specialist is responsible for providing exceptional support and assistance to small store owners utilizing the client’s mobile application. This role plays a critical part in ensuring seamless user experience, resolving inquiries, and maximizing the effectiveness of the app in facilitating product orders, promotions, and overall business growth for our partners.

Key Responsibilities:

• Customer Support & Issue Resolution:
• Handle inbound calls, chats, and potentially emails/outbound calls from client’s app users regarding app functionality, order placement, promotion inquiries, loyalty points, and general support.
• Diagnose and troubleshoot technical issues related to the app (e.g., login problems, navigation, order submission errors, payment guide).
• Provide clear, concise, and step-by-step guidance to users to resolve their issues effectively.
• Escalate complex technical or business-related issues to the appropriate internal teams (e.g., IT, sales, logistics) and follow up to ensure timely resolution.
• Maintain a high level of professionalism and empathy in all customer interactions.
• Conduct outbound calls to follow up on support tickets, provide resolution updates and ensure customer satisfaction.
• Order Management & Sales Support:
• Assist store owners with placing orders through the app, verifying product availability, and confirming delivery details.
• Educate users on current promotions, loyalty programs, and new product launches available via the client app.
• Identify opportunities to upsell or cross-sell additional client products based on customer needs and order history, when appropriate.
• Program Education & Adoption:
• Proactively educate store owners on the benefits and features of the client app to encourage its full utilization.
• Provide training and guidance on new app functionalities as they are released.
• Gather feedback from users to identify areas for app improvement and report these insights to relevant teams.

• Data Accuracy & Reporting:
• Accurately document all customer interactions, inquiries, and resolutions within the CRM system.
• Ensure the integrity and accuracy of customer data within the client user database and CRM system.
• Identify recurring issues and contribute to development of support resources (FAQs, guides, workflows).
• Collaboration:
• Participate in team meetings and training sessions to stay updated on product knowledge, app enhancements, and company policies.

Qualifications:

• Education: High school diploma or equivalent required.
• Experience:
• 1-3 years of experience in a fast-paced contact center or customer service environment, preferably in a B2B setting or supporting a digital platform/app.
• Experience in the consumer goods or retail sector is a plus.
• Familiarity with sales operations or order management processes is an advantage.

• Technical Skills:
• Proficiency in using CRM systems for logging interactions and managing customer data.
• Strong computer literacy, including Microsoft Office Suite (Excel, Word, Outlook).
• Comfortable troubleshooting mobile applications and guiding users through digital interfaces.

• Soft Skills:
• Excellent verbal and written communication skills in Spanish (native level required) .
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and as part of a team in a dynamic environment.
• Strong organizational skills and attention to detail.
• Ability to handle multiple tasks simultaneously and prioritize effectively.

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