Customer Success Specialist I (Spanish Bilingual)
New
P
PalmettoSolar energy
Remote - PhilippinesFull-TimeEntry
Salary500,000 - 740,000 PHP per year
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Job Details
- Languages
- Strong verbal and written communication skills in both English and Spanish (required).
- Experience
- 1+ year of customer service experience
- Required Skills
- SalesforceCustomer service
Requirements
- Have 1+ year of customer service experience; call center or BPO experience is preferred.
- Have basic familiarity with solar energy systems or be willing to learn quickly.
- Have strong verbal and written communication skills in English and Spanish; bilingual communication is required.
- Be able to remain calm and professional under pressure.
- Be comfortable using CRM or ticketing systems; Salesforce is preferred but not required.
- Be detail-oriented and able to follow SOPs accurately.
- Be willing to grow into more complex responsibilities.
Responsibilities
- Handle inbound calls, emails, and chats about solar system performance, billing questions, and account support.
- Provide first-level troubleshooting and guide customers through basic steps to resolve issues.
- Log and update customer interactions accurately in the CRM system.
- Set clear expectations about timelines and next steps.
- Identify cases requiring escalation to Tier 2 or specialized teams.
- Follow SOPs to route high-priority or technical cases, and document relevant details for escalations.
- Educate customers on monitoring solar system performance and finding helpful resources.
- Follow customer communication and data security SOPs and adhere to response-time and resolution SLAs.
- Provide leadership with feedback on recurring issues, trends, and process gaps.
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