Customer Service Specialist (Bilingual Spanish/English)

About the role

Genpact is looking for a bilingual Customer Service Specialist to serve as the first point of contact for clients, handling inbound and outbound calls in English and Spanish. You will support customers across the US and international markets, ensuring compliance with client guidelines and maintaining high service standards.

Key responsibilities

• Answer inbound and outbound calls in English and Spanish, greeting clients warmly and providing product and service information.
• Resolve customer inquiries by following client‑specific troubleshooting steps and escalating complex issues when necessary.
• Process general account maintenance tasks, including reviewing and updating client information according to guidelines.
• Submit or escalate client complaints in line with escalation procedures.
• Adhere to compliance policies on every call and protect client confidentiality.
• Identify and report potential fraud or concerns as directed by client protocols.

Required profile

• High school diploma or equivalent.
• 1–2 years of customer service experience.
• Fluent English (B1 level minimum) and Spanish.
• Strong attention to detail and ability to follow scripted guidelines.

Required skills

• Bilingual proficiency in English and Spanish.

What we offer

• Opportunity to work with cutting‑edge AI and digital innovation projects.
• Career growth within a global technology services leader.