Agente De Atención Al Cliente Bilingüe Inglés/ Español

About the role

Be the calm, clear voice customers hear when they call a U.S. business. You will be the first point of contact for a U.S.-based client, handling medical scheduling or hospitality reservations depending on business needs.

Key responsibilities

• Answer inbound calls within the first 5 seconds and resolve customer needs on the first contact whenever possible.
• Create, reschedule, confirm, or cancel appointments or reservations accurately.
• Maintain up‑to‑date customer records and account details.
• Explain policies, services, and booking details clearly.
• Escalate issues to the appropriate team when necessary.
• Assist customers using online portals or booking tools.
• Verify insurance, rates, or coverage details through relevant systems.
• Handle customer questions and concerns with empathy and a solutions‑driven approach.
• Adhere to call quality standards and compliance guidelines.
• Participate in ongoing coaching and performance reviews.

Required profile

• Advanced English proficiency (verbal and written), assessed during recruitment.
• Completed secondary education.
• At least one year of experience in customer service.
• Excellent verbal communication and active listening skills.
• Proven ability to meet KPI goals and performance metrics.
• Comfortable navigating multiple computer systems while speaking with customers.
• Flexibility to work evenings, weekends, and holidays as needed.

Required skills

What we offer

• Growth/performance bonus tied to quality and productivity.
• Ongoing coaching and a clear path for advancement within Dash BPO.