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Bilingual Customer Service Representative

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Join our team!

We are looking for a Bilingual Customer Service Representative to ensure smooth daily operations by handling shift escalations, urgent payroll concerns, and site emergencies with speed and accuracy. In this role, you will act as the first point of contact for staff, escalate issues to management, and ensure coverage is in place. If you are detail-oriented, reliable, and thrive in fast-paced environments, this is your chance to support a mission-driven team while growing your career.

What is your mission?

You will provide the best service to our partner brands by performing these tasks:

Handle on-call escalation management
Escalate call-outs and follow up with management via phone or SMS
Notify managers of courtesy call-outs for upcoming shifts
Warm transfer associates with urgent payroll concerns to appropriate contacts
Escalate site emergencies to Operations Manager, ED, or VP
Manage situations when relief staff fail to arrive, escalating to management as needed
Ensure timely documentation and communication of all incidents

Who are we looking for?

At least 2 years of customer service experience, ideally in escalation management, operations support, or a related role
Proficiency in MS Office applications (Word, Excel, Outlook) for reporting, documentation, and communication
Hands-on experience using CRM systems for case tracking and escalation handling
Strong office administration skills, including scheduling, correspondence, and record-keeping
Ability to manage multiple tasks, prioritize effectively, and stay organized in a fast-paced environment
Excellent verbal and written communication skills in English
Able to converse in Spanish at a professional level

Company Perks

Free learning and development courses for your personal and career growth

Comprehensive HMO benefits and insurance since day 1

Dynamic company events

Above-industry salary package and incentives

Opportunities for promotion

Free meals and snacks

Our Values

Worldwide, strongly uphold our values to be of service to our people, our clients, and our community.

WE PUT PEOPLE FIRST

We consider our people as the foundation of our success.

WE STRIVE FOR EXCELLENCE

Our commitment to quality ensures that we always do our best.

WE EMBRACE INNOVATION

We stay agile and fast, always looking for ways to solve our clients’ needs.

WE DELIVER DELIGHT

We pride ourselves on helping our clients reach their full potential.

WE CREATE REAL IMPACT

We do things right and we get the job done.

We are one of the leading modern offshoring companies in the Philippines.

Founded in 2006, iSupport Worldwide is a US-Owned BPO company that provides world-class and dedicated staffing, facilities, and managed operations for fast-growing companies and small to medium-sized businesses in any industry, vertical, and language.