Bilingual Customer Service Representative - (English and Spanish)

Company Description Innovative Work Solutions is a leading provider of professional outsourcing services, focused on delivering smart, flexible, and dedicated solutions to businesses worldwide. The company specializes in seamless customer experiences across diverse industries, supported by a visionary team and cutting-edge technology. With a strong client-centric approach, Innovative Work Solutions has become a trusted partner for organizations seeking high-quality call center services. The company is committed to redefining flexibility, professionalism, and excellence in every interaction, driving measurable success for its clients. Role Description The Bilingual Customer Service Representative (English and Spanish) is a full-time, on-site role based in Cairo, Egypt. The individual in this role will respond to customer inquiries via phone, email, and chat, providing accurate information and timely solutions in both English and Spanish. Responsibilities include handling account-related questions, resolving issues, documenting interactions in the CRM system, and escalating complex cases when needed. The representative will maintain high standards of professionalism, follow established procedures, and contribute to continuous improvement of customer service processes. The role also involves collaborating with team members and supervisors to ensure consistent customer satisfaction and service quality. Qualifications Strong skills in customer service and customer support, with the ability to handle inquiries and resolve issues effectively. Experience or familiarity with customer satisfaction and customer experience practices to ensure positive, consistent interactions. Previous work in customer service representative roles or similar positions in call centers or support environments. Fluency in English and Spanish, with clear verbal and written communication in both languages. Ability to work on-site in Cairo, Egypt, on a full-time schedule, including potential shift work, weekends, or holidays as needed. Strong listening skills, patience, and problem-solving abilities, with a focus on empathy and professionalism. Comfort with using computers, CRM systems, and call center technology; ability to learn new tools quickly. High school diploma or equivalent; post-secondary education in business, communications, or related fields is an advantage. Prior experience in outsourcing, call centers, or multinational environments is beneficial. Show more Show less