双语客户服务代表 | 墨西哥远程办公
Bilingual Customer Service Representative | Mexico WFH
职位描述
你是一位英语/西班牙语双语的客户服务专业人员，具备良好的沟通技巧，并有通过电话支持客户的丰富经验吗？
我们正在为一个快速增长的医疗相关客户服务项目招聘远程工作的客户服务代表。
这为有客服中心经验的专业人士提供了一个绝佳的机会，他们需要能够处理来电，回答会员问题，达成绩效目标，并提供专业且富有同理心的客户体验。
你将负责
作为客户服务代表，你将为健康计划成员和代表提供及时、礼貌的支持，同时协助处理与交通服务和其他会员支持项目相关的问题。
你的职责包括：
- 回答健康计划成员和代表的来电
- 认真倾听以理解客户需求并专业回应
- 提供有关可用交通服务的准确信息和帮助
- 以耐心、同理心和专业的方式处理客户的问题和担忧
- 输入并维护准确的客户信息和数据
- 达到既定的绩效和质量标准
- 在处理受保护的健康信息（PHI）时遵守所有HIPAA和合规要求
- 将交通或客户服务问题上报给相应的管理层
- 全面参与必要的培训和辅导
- 完成所有必需的合规和培训课程
- 在培训和持续辅导期间保持专业的行为和着装
- 在必要的培训和会议中全程出镜
薪酬与工作安排
- 每小时5.50美元美元
- 按周后付
- 独立承包商职位
- 全程远程；在墨西哥居家办公
时间安排与培训
培训时间表：
· 周一至周五，美国东部时间上午8:00至下午4:30
生产时间表：
· 可能安排在美东时间上午8:00至下午6:00之间
候选人必须能够承诺其安排的工作时间，并满足出勤和准时的要求。
技术要求（必要条件）
申请者必须满足以下所有技术要求：
- Windows 11电脑（不支持Mac）
- 16 GB内存
- 双显示器
- 摄像头和有线USB耳机
- i5处理器或更高版本
- 光纤网络，使用有线连接（网线）
- 备用电源解决方案
- Microsoft
查看英文原文
Description
Are you a bilingual English/Spanish customer service professional with strong communication skills and experience supporting customers by phone?
We are hiring Customer Service Representatives to work from home in Mexico for a growing healthcare-related customer service program.
This is an excellent opportunity for experienced contact center professionals who are comfortable handling inbound calls, answering member questions, working toward performance goals, and delivering a professional, empathetic customer experience.
What You'll Do
As a Customer Service Representative, you will provide prompt, courteous support to health plan members and representatives while assisting with questions related to transportation services and other member support programs.
Your responsibilities will include:
- Answering inbound calls from health plan members and representatives
- Listening carefully to understand customer needs and responding professionally
- Providing accurate information and assistance regarding available transportation services
- Handling customer questions and concerns with patience, empathy, and professionalism
- Entering and maintaining accurate customer information and data
- Meeting established performance and quality expectations
- Following all HIPAA and compliance requirements when handling protected health information (PHI)
- Escalating transportation or customer service concerns to the appropriate leadership team
- Participating fully in required training and coaching
- Completing all required compliance and training courses
- Maintaining professional conduct and appearance during training and ongoing coaching
- Participating on camera during required training and meeting sessions
Compensation & Work Arrangement
- $5.50 USD per hour
- Paid weekly in arrears
- Independent Contractor position
- Fully Remote; Work From Home in Mexico
Schedule & Training
Training Schedule:
· Monday-Friday, 8:00 AM-4:30 PM EST
Production Schedule:
· Potential shifts scheduled between 8:00 AM-6:00 PM EST
Candidates must be able to commit to their scheduled hours and meet attendance and punctuality expectations.
Technical Requirements (Essential)
To be considered, candidates must meet all technical requirements below:
- Windows 11 PC (Mac not supported)
- 16 GB RAM
- Dual monitors
- Webcam and Wired USB Headset
- i5 processor or higher
- Fibre internet with a wired connection (Ethernet cable)
- Backup power solution
- Microsoft Teams / Office 365
Applications that do not meet the minimum technical requirements may not move forward in the process.
Hiring Process
To ensure fairness and consistency, all applicants must complete every stage of the hiring process.
Our process includes:
- Resume Review
- Pre-Screen Questionnaire
- Short One-Way Video Interview
- Pre-Screen interview
Please Note
- All resumes must be submitted in English to be considered for this position.
- As part of the selection process, candidates may be required to complete a cultural fit assessment.
Requirements
What We're Looking For
The ideal candidate is a fluent English/Spanish bilingual customer service professional who communicates clearly, stays calm under pressure, and consistently delivers a positive customer experience.
Required Qualifications
- Minimum 6 months of inbound contact center experience OR transferable healthcare experience
- Fully bilingual in English and Spanish
- Excellent verbal and written communication skills
- Strong data-entry skills and attention to detail
- Ability to adapt to a fast-paced call environment
- Comfortable handling difficult or emotional customer situations
- Professional and courteous communication style
- Ability to work independently and manage competing demands
- Moderate experience with Microsoft Teams, Outlook, and Word
- Must maintain a professional appearance and demeanor
- Must be available to be on camera during training and required meetings
- Must meet attendance and punctuality expectations
- Must have a download speed of approximately 80-100 Mbps
- Must have an upload speed of approximately 12-20 Mbps
- Must have a quiet, distraction-free workspace during scheduled working hours
- Must have no conflicting responsibilities that would interfere with scheduled work hours
- Must provide their own equipment to perform the job
What Makes You a Great Fit
- Customer Service - Handles difficult or emotional customer situations with patience and professionalism; responds promptly to customer needs; provides helpful and accurate assistance; follows through on commitments; and consistently works to deliver a positive customer experience.
- Professionalism - Communicates respectfully and tactfully with customers, colleagues, and leadership; remains calm and professional under pressure; takes responsibility for their actions; follows established procedures; and follows through on commitments.
- Adaptability - Adapts effectively to changes in the work environment and customer needs; manages competing demands and priorities; adjusts their approach when situations change; and remains flexible when handling unexpected events, delays, or challenges.
Originally posted on Himalayas