09.10.2026 aktualisiert
100 % verfügbar
Bilingual Customer Service Representative | Call Center & CRM Operations
Managua, Nicaragua
Nur Remote
High School Diploma - Bachiller en Ciencias y LetrasÜber mich
Detail-oriented Customer Service Representative specializing in B2C operations, order resolution, and CRM systems. Skilled in managing case escalations, fact-checking, and cross-platform communication while strictly adhering to QA and KPI benchmarks.
Skills
Call-CenterContact Center ManagementNachbereitung von KundenterminenService Excellence
Customer Operations & B2C Support
Extensive experience in customer operations, handling inquiries related to orders, deliveries, products, warranties, returns, and refunds for U.S. retail customers, while maintaining high standards of service and professionalism.
CRM & Customer Management Systems
Proficiency in CRM and internal database systems for accurately documenting customer interactions, transactions, and case information, ensuring data accuracy and compliance with quality standards.
Case Resolution & Escalation
Strong capability in resolving complex customer cases efficiently, applying established escalation procedures and fact-checking to ensure accurate solutions and documentation.
Quality Control
Application of company policies, procedures, quality standards, and communication guidelines consistently to maintain service excellence.
Fact-Checking & Information Verification
Thorough fact-checking and information verification processes to ensure accurate solutions and proper documentation in every customer interaction.
Google Workspace
Practical use of Google Workspace tools to support daily operations, communication, and documentation tasks.
Microsoft Office
Solid command of Microsoft Office applications for structured writing, reporting, and data management.
KPI & SLA Awareness
Consistent work toward key performance indicators including Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Call Resolution (FCR).
Windows & macOS
Comfortable working across both Windows and macOS operating environments in professional settings.
Database & Internal Business Systems
Experience managing multiple systems and information sources while maintaining accuracy and attention to detail.
Extensive experience in customer operations, handling inquiries related to orders, deliveries, products, warranties, returns, and refunds for U.S. retail customers, while maintaining high standards of service and professionalism.
CRM & Customer Management Systems
Proficiency in CRM and internal database systems for accurately documenting customer interactions, transactions, and case information, ensuring data accuracy and compliance with quality standards.
Case Resolution & Escalation
Strong capability in resolving complex customer cases efficiently, applying established escalation procedures and fact-checking to ensure accurate solutions and documentation.
Quality Control
Application of company policies, procedures, quality standards, and communication guidelines consistently to maintain service excellence.
Fact-Checking & Information Verification
Thorough fact-checking and information verification processes to ensure accurate solutions and proper documentation in every customer interaction.
Google Workspace
Practical use of Google Workspace tools to support daily operations, communication, and documentation tasks.
Microsoft Office
Solid command of Microsoft Office applications for structured writing, reporting, and data management.
KPI & SLA Awareness
Consistent work toward key performance indicators including Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Call Resolution (FCR).
Windows & macOS
Comfortable working across both Windows and macOS operating environments in professional settings.
Database & Internal Business Systems
Experience managing multiple systems and information sources while maintaining accuracy and attention to detail.
Erfahrung
Berufserfahrung0 - 5 Jahre
Freelancer seit2026
Sprachen
EnglishverhandlungssicherSpanishMuttersprache
Projekthistorie
Providing customer support for Lowe's U.S. customers, handling inquiries related to orders, deliveries, products, warranties, returns, and refunds. Resolving customer issues efficiently, documenting interactions using CRM systems, applying quality standards, performing fact-checking, escalating complex cases, and managing multiple systems while maintaining accuracy and attention to detail.