Senior Process Associate

Job Description

Responsibilities

• Handle customer inquiries via voice calls in Spanish and English.
• Provide timely and accurate resolutions to customer concerns and service requests.
• Maintain a professional and positive customer experience during all interactions.
• Document customer interactions, feedback, and solutions accurately in CRM systems.
• Escalate complex issues to relevant teams when necessary.
• Meet and exceed quality, productivity, and customer satisfaction targets.
• Follow company policies, processes, and compliance guidelines.
• Collaborate with internal teams to ensure effective issue resolution.
• Stay updated on products, services, and process changes.

Qualifications

• 1–4 years of experience in Customer Support, Customer Service, BPO, Call Center, or Voice Process.
• Strong verbal and written communication skills in Spanish (B2/C1 level or equivalent) and English.
• Ability to manage customer conversations effectively and professionally.
• Good problem-solving and conflict-resolution skills.
• Basic computer proficiency and familiarity with CRM/ticketing tools.
• Customer-centric mindset with strong interpersonal skills.
• Ability to work in rotational shifts and a fast-paced environment.

Required Skills

• Spanish Language Fluency
• Voice Customer Support
• Customer Service Excellence
• Complaint Resolution
• Active Listening
• CRM Tools
• Multitasking
• Problem Solving
• Customer Relationship Management
• Call Handling

Preferred Skills

• Experience supporting international customers.
• Certifications in Spanish language proficiency (DELE/SIELE or equivalent) are preferred.
• Prior experience in customer support, technical support, or contact center environments.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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