Bilingual Customer Service (Spanish/English)

About the Company

BT Group is one of the world’s leading communications services companies, serving customers in 180 countries. We connect millions of people and businesses, providing innovative products and services in fixed-line, broadband, mobile, and TV. We are committed to making a better-connected world, leveraging our technology and expertise to deliver exceptional customer experiences.

Job Description

We are seeking a highly motivated and customer-focused individual to join our team as a Bilingual Customer Service Representative. In this remote role, you will be the first point of contact for our Spanish and English-speaking customers, providing exceptional support and resolving inquiries related to our products and services. You will play a crucial part in ensuring customer satisfaction and maintaining BT’s reputation for excellent service.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and chat in both Spanish and English, providing accurate and timely information.
• Resolve customer issues and complaints efficiently, escalating complex problems to the appropriate department when necessary.
• Educate customers on BT's products, services, and promotions, identifying opportunities to upsell or cross-sell where appropriate.
• Maintain detailed and accurate records of customer interactions and transactions in our CRM system.
• Adhere to company policies and procedures, ensuring data privacy and security.
• Collaborate with team members and other departments to improve overall customer experience.
• Participate in ongoing training and development programs to enhance product knowledge and service skills.

Required Skills

• Fluent in both Spanish and English (written and verbal communication).
• Proven customer service experience, preferably in a call centre or remote environment.
• Excellent communication and interpersonal skills, with a patient and empathetic approach.
• Strong problem-solving abilities and a keen attention to detail.
• Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
• Ability to work independently and manage time effectively in a remote setting.
• Resilience and ability to handle challenging customer interactions professionally.

Preferred Qualifications

• Previous experience in the telecommunications industry.
• Familiarity with BT's product and service offerings.
• Experience with Zendesk, Salesforce, or similar customer support platforms.
• A quiet, dedicated home office space with a reliable high-speed internet connection.

Perks & Benefits

• Competitive salary and performance-based bonuses.
• Generous paid time off and bank holidays.
• Comprehensive health, dental, and vision insurance.
• Pension scheme with company contributions.
• Employee discount on BT products and services.
• Opportunities for career growth and professional development.
• Access to a supportive and collaborative remote work community.
• Employee assistance program for personal and professional support.

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