Bilingual Customer Service Representative

Summary

Join Colibri's team as a highly organized and customer-focused individual providing back-end support and digital customer interactions. This role focuses on managing customer inquiries through email, chat, and other online channels, with occasional phone support. You will navigate multiple communication tools, maintain product knowledge across various brands, resolve issues, and accurately document interactions. The ideal candidate possesses proven customer support experience, strong digital communication skills, and the ability to multitask effectively. Colibri offers a comprehensive benefits package including 401(k) matching, health insurance, paid time off, paid training, and more.

Requirements

• Proven experience in customer support, particularly in digital or back-end roles
• Strong proficiency with digital communication tools and platforms
• Excellent written and verbal communication skills with a customer-first mindset
• Ability to multitask, manage time effectively, and adapt to a fast-paced environment
• Critical thinking and problem-solving skills to address customer issues efficiently

Responsibilities

• Efficiently manage and respond to customer inquiries via email, chat, and other digital platforms
• Assist with elevated phone inquiries when required
• Deliver timely, accurate, and empathetic communication, ensuring adherence to a 2-business day SLA
• Maintain a professional and customer-first approach in all interactions
• Navigate and manage multiple communication tools and platforms effectively
• Adapt to various customer communication styles and digital channels
• Develop and maintain a thorough understanding of products and services across all assigned brands within the ecosystem
• Stay current on updates, changes, and new developments within each brand to provide accurate and up-to-date support
• Continuously expand product knowledge to meet evolving business needs as new brands are integrated
• Identify customer needs and provide appropriate solutions or alternatives within expected timeframes
• Apply critical thinking and technical support skills to resolve issues proactively and anticipate future customer needs
• Escalate unresolved issues to the appropriate internal teams for further resolution
• Accurately document and maintain detailed records of all customer interactions and transactions
• Ensure all records adhere to company guidelines and standards
• Maintain up-to-date knowledge of company products, services, and policies to provide consistent and informed support
• Follow established communication guidelines, quality standards, and company policies
• Participate in quality assurance initiatives and continuous improvement efforts to enhance customer satisfaction and team performance

Benefits

• 401(k) matching
• Health, Dental & Vision Insurance
• Paid time off
• Paid training
• Employee Assistance Program
• Professional Education Coursework
• Tuition Reimbursement