Customer Escalation Specialist (Spanish Bilingual)

* Monitor customer cases through to resolution, providing proactive updates and maintaining a high level of customer satisfaction.
* Accurately document customer interactions, issue resolutions, and follow-up activities within CRM or customer support systems.
* Identify recurring issues and recommend process improvements to enhance the customer experience.
* Assist in mentoring or supporting Tier 0–1 representative by sharing knowledge and best practices when needed.
* Meet established service level agreements (SLAs), quality standards, and customer satisfaction targets.

Qualifications

* Previous experience in Customer Service, Tier 2 Support, Call Center, Client Support, or a similar customer-facing role is preferred.
* Fluent in English; proficiency in Spanish is a strong plus.
* Experience in the Logistics, Shipping, Freight Forwarding, or Supply Chain industry is highly preferred.
* Excellent verbal and written English communication skills with a neutral to minimal accent (North American or British accent preferred).
* Strong troubleshooting, problem-solving, and conflict resolution skills with the ability to handle escalated customer concerns.
* Comfortable supporting customers through phone, email, and live chat.
* Proficient in CRM systems, customer support platforms, and multitasking across multiple software applications.
* Highly organized with strong attention to detail and the ability to manage multiple customer cases simultaneously.
* Quick learner who can adapt to new systems, processes, and changing business needs.
* Positive, customer-focused mindset with a commitment to delivering exceptional customer experiences.
* Reliable, dependable, and interested in building a long-term career in customer support.