Customer Service Center Assistant (Bilingual/Multilingual)

Customer Service Center Assistant (Bilingual/Multilingual)

The Customer Service Center Assistant is responsible for servicing inquiries related to client programs and services via telephone and email for cardholders located in the United States, Latin America, and the Caribbean. This role is focused on delivering exceptional customer service, resolving issues efficiently, and ensuring compliance with established Service Level Agreements (SLAs).

Representatives will leverage every customer interaction as an opportunity to enhance customer loyalty, reduce cardholder attrition, and strengthen the client's competitive position in the marketplace.

Customer Service & Support

Respond to cardholder inquiries via phone and email regarding client programs and services. Provide exceptional customer service to cardholders across the United States, Latin America, and the Caribbean. Drive first-contact resolution whenever possible while adhering to established procedures and policies. Investigate, troubleshoot, and resolve customer issues in a timely and professional manner. Accurately document customer interactions and required information within internal systems. Manage and appropriately escalate complex customer issues to supervisors when necessary.

Operational Excellence

Meet or exceed established Service Level Agreements (SLAs) and performance metrics. Demonstrate strong problem-solving skills to identify and prioritize solutions for customers. Effectively manage multiple priorities and customer interactions simultaneously. Maintain compliance with all company policies, procedures, and regulatory requirements. Support continuous improvement initiatives through ongoing learning and knowledge sharing.

Team Collaboration

Work collaboratively with team members to achieve departmental goals and service standards. Participate in cross-training initiatives supporting North American and Latin American programs. Contribute to a positive, customer-focused team environment.

Exceptional customer service and customer relationship-building skills. Strong verbal and written communication abilities. High level of empathy, professionalism, and rapport-building skills. Ability to work independently while managing multiple priorities. Strong organizational and time management skills. Demonstrated problem-solving and decision-making capabilities. Ability to multitask in a fast-paced call center environment. Commitment to continuous learning and professional development. Strong attention to detail and accuracy.

Language Qualifications

• English (Required)
• Spanish (Preferred)
• Brazilian Portuguese (Preferred)
• Portuguese Speakers: 2 openings
• Spanish Speakers: 3 openings
• Fluent English communication skills (verbal and written).
• Native or near-native fluency in Spanish or Brazilian Portuguese.
• Ability to communicate professionally with customers in multiple languages.
• Candidates will be cross-trained to support both North American and Latin American customer populations.
• Strong PC and computer navigation skills.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Experience utilizing web-based applications and internet tools.
• Ability to manage multiple systems simultaneously while actively assisting customers.
• Ability to quickly learn and navigate customer management platforms and internal software systems.
• Comfortable working within a technology-driven environment.
• Minimum of 1 year of call center or customer service experience required.
• Ability to work in a fast-paced, high-volume environment.
• Strong multitasking skills with the ability to manage competing priorities.
• Ability to accurately capture and document customer information.
• Experience handling customer escalations and difficult situations professionally.
• Strong attention to detail and follow-through.
• Team-oriented with a positive and engaged attitude.
• Ability to consistently follow company policies, compliance standards, and procedures.
• Estimated Training Start Date: July 10, 2026
• Training Duration: 4 Weeks
• Training Schedule: Monday Friday, 8:30 AM 5:00 PM EST
• Service Center Hours: 8:00 AM 8:00 PM EST
• Shift schedules to be confirmed.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services. Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.