Global Resource Development Specialist

About the role

Prism Linguistics is seeking five talented and customer-focused Global Resource Development Specialists to support our international operations. The successful candidates will communicate with English-, Spanish-, and Italian-speaking customers, resolve inquiries efficiently, and deliver a consistently professional customer experience across multiple communication channels.

This role is ideal for multilingual professionals with excellent communication skills, a passion for customer service, and the ability to support customers from diverse linguistic and cultural backgrounds.

**Key Responsibilities**

**1\. Inbound Calls and Multichannel Support**

* Handle inbound customer calls in English, Spanish, and Italian.
* Respond promptly and professionally to live chats and email support tickets.
* Provide clear, accurate information and maintain a positive customer experience.

**2\. Customer Issue Resolution**

* Identify customer needs and investigate service-related issues.
* Troubleshoot problems, resolve complaints, and de-escalate challenging situations.
* Escalate complex cases to the appropriate department when necessary.

**3\. Account and Order Assistance**

* Assist customers with account inquiries, order tracking, billing questions, refunds, exchanges, and returns, where applicable.
* Explain company policies and procedures clearly in English, Spanish, and Italian.
* Maintain accurate records of customer interactions and resolutions.

**4\. CRM and Documentation**

* Record customer inquiries, actions, and outcomes accurately in the relevant CRM system.
* Maintain organized case notes and ensure timely follow-up.
* Use customer service tools and internal knowledge bases to provide consistent answers.

**5\. Quality Assurance and Collaboration**

* Follow established standard operating procedures (SOPs), data protection requirements, and quality standards.
* Contribute feedback to improve FAQs, training materials, and customer support workflows.
* Collaborate with colleagues across teams to improve customer satisfaction.

**Required Qualifications and Skills**

1. **Multilingual proficiency:** Native or near-native fluency in English and Spanish, with strong proficiency in Italian and excellent spoken and written communication skills.
2. **Customer service excellence:** Strong interpersonal skills, empathy, active listening, patience, and professionalism.
3. **Problem-solving:** Ability to analyze customer concerns, troubleshoot issues, and manage difficult conversations calmly.
4. **Technical proficiency:** Familiarity with CRM platforms such as Zendesk or Salesforce and customer support or call center software.
5. **Typing and data entry:** Good typing speed, attention to detail, and accurate documentation skills.
6. **Time management:** Ability to manage multiple inquiries, prioritize tasks, and meet service-level targets.
7. **Adaptability:** Willingness to work rotating shifts, including weekends and holidays, to support 24/7 operations.
8. **Cross-cultural communication:** Ability to communicate effectively with customers from different cultural backgrounds.

**Preferred Experience**

* Previous experience in an inbound call center, customer support, e-commerce, BPO, or service-oriented environment.
* Experience managing live chat, email tickets, and telephone inquiries.
* Knowledge of customer relationship management (CRM) systems and ticketing workflows.
* Experience working with international customers or multilingual teams.
* Previous experience supporting customers in Italian is an advantage.

**Working Schedule**

* Rotational shifts covering Monday through Sunday.
* 24/7 operational coverage, according to the assigned shift.
* Working hours will be communicated in the applicable local time zone, with the relevant UTC offset confirmed during recruitment.
* Weekend and holiday availability may be required.

**Performance Expectations**

Successful candidates will be expected to:

* Maintain high customer satisfaction.
* Provide accurate and timely responses in English, Spanish, and Italian.
* Meet applicable quality, productivity, and response-time targets.
* Maintain accurate customer records.
* Follow company procedures and confidentiality requirements.

**How to Apply**

Interested candidates should submit their application through Hubstaff Talent, highlighting their English, Spanish, and Italian proficiency, relevant customer service experience, CRM knowledge, and availability for rotational shifts.

**Number of openings: 5**

We welcome professional, reliable, and motivated multilingual candidates who are committed to delivering excellent customer experiences.