Bilingual Customer Service Representative

Koalafi is a company focused on providing flexible lease-to-own financing to non-prime consumers, helping them make important purchases over time. They are seeking a Bilingual Customer Service Representative to manage customer relationships through proactive contact and provide exceptional service by addressing inquiries regarding accounts in a timely manner.

Responsibilities:

• Handle inbound calls from customers, providing excellent customer service in assisting with their lease or loan account
• Own Koalafi operational knowledge to provide sound answers when customers have questions
• Resolve inbound inquiries and issues independently and escalate as needed
• Initiate contact with customers in order to resolve account issues
• Proactively identify any trends in customer issues and synthesize feedback to share with management team
• Be flexible to perform a number of different tasks as needed, as we continue to test out new technologies and onboard enterprise merchants

Requirements:

• 1-2 years of experience in a fully remote, customer service role
• Excellent verbal and written communication skills
• Experience proactively identifying trends in customer issues and surfacing to the right internal stakeholders
• Detail oriented and attentive to customer needs, addressing challenges with a positive attitude
• Proficiency with the Microsoft Office Suite (Excel/Word/Outlook)
• Experience using professional communication and collaboration tools such as Slack, Zoom, or similar platforms
• Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once
• Proven ability to work autonomously in a remote setting, adapt quickly to new information, effectively manage a high-volume workload, and exercise sound judgment in knowing when to seek guidance
• You have a reliable internet connection and a quiet, private workspace where you can take calls and Zoom meetings without distraction and discuss sensitive customer details
• Strong Spanish language skills, including the ability to speak fluently and communicate clearly in professional settings
• Proficiency in reading and writing in Spanish, with accuracy in grammar, vocabulary, and comprehension
• Ability to effectively use Spanish in both verbal and written communications to perform essential job duties
• Available to work nights and weekends