Bilingual Operations Generalist – Global Remote

ABOUT THE COMPANY:

Ethos Support is a dynamic and innovative company, committed to delivering exceptional customer and employee experiences. We believe in leveraging technology and human insight to provide top-notch service and support across various industries. Our mission is to enhance customer satisfaction and retention through effective communication, problem-solving, and innovative solutions.

We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support solutions and training programs ensure our clients’ new support team acquires the skills and knowledge to deliver outstanding service and contribute to their rapid business growth. For more information, please visit our website: www.ethossupport.com

BASIC JOB SUMMARY:

As a versatile Bilingual Customer Support Representative at Ethos Support, you will be on the forefront of delivering exceptional customer experiences across various communication channels, including voice, chat, email, and social media. You will have the opportunity to serve dedicated clients or handle multiple-client/shared desk assignments while utilizing your bilingual skills, contributing to the growth and success of our startup BPO.

JOB RESPONSIBILITIES:

  • Provide high-quality bilingual customer support through voice calls, chat, email, and social media interactions.
  • Engage with customers proficiently in both languages, addressing inquiries, concerns, and issues effectively.
  • Ensure prompt and accurate resolution of customer inquiries, striving for first-contact resolution whenever possible.
  • Collaborate with cross-functional teams to escalate complex issues and follow through on resolutions.
  • Maintain a deep understanding of clients’ products, services, and brand to provide tailored support.
  • Document and update customer interactions in the CRM system to ensure accurate records.
  • Adapt to varying client requirements, workflows, and communication styles for dedicated or shared assignments.
  • Contribute to the identification of trends and opportunities for process improvements.
  • Other duties as assigned.

REQUIRED LANGUAGES:

English

DESIRED LANGUAGES:

Please note, English is required in addition to native or proficiency in one or more of the following languages would qualify as bilingual or multi-lingual for this role:

  • Arabic
  • Dutch
  • French – Canadian
  • French – Parisian
  • German
  • Italian
  • Japanese
  • Korean
  • Mandarin
  • Portuguese
  • Spanish

DESIRED QUALIFICATIONS:

  • Prior experience in bilingual customer service, preferably in a BPO, call center, or multi-channel support environment is a benefit.
  • Demonstrated experience in providing support through voice, chat, email, and social media platforms.
  • Excellent verbal and written communication skills across multiple channels.
  • Proficiency in using CRM systems, chat tools, and social media platforms for customer support.
  • Strong active listening skills to understand and address customer needs effectively.
  • Ability to manage multiple tasks, prioritize, and adapt in a dynamic environment.
  • Customer-focused approach with a commitment to delivering exceptional experiences.
  • Empathy and patience when interacting with customers from diverse backgrounds.
  • Collaborative team player with adaptability to client-specific requirements.
  • Attention to detail in documenting customer interactions and maintaining accurate records.
  • Problem-solving skills to address customer inquiries and find appropriate solutions.
  • Flexibility to handle dedicated client support or shared desk assignments, adapting to varying client needs.
  • Willingness to stay updated with industry trends, technology advancements, and best practices in customer support.
  • Understanding of Microsoft Suite, Google Suite, Zendesk, Gorgias, and other CRM systems and chat tools, and ability to learn others quickly.

DIVERSITY AND INCLUSION:

Ethos Support is an equal-opportunity employer that embraces diversity and is committed to building an inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We value the strength of diversity, as it allows us to view things from different viewpoints and bring unique value to the table. We prioritize creating a work environment where all employees feel valued, have a sense of belonging, and can be their authentic selves.


Apply for this position

Allowed Type(s): .pdf, .doc, .docx