Customer Support Executive – Bilingual (English–Spanish)

Job Description

We are looking for a Bilingual Customer Support Executive (English–Spanish) to join our team. The ideal candidate will handle incoming calls and provide assistance to patients and professionals regarding appointments, reports, and general queries. This role requires excellent communication skills in both English and Spanish, professionalism, and strong attention to detail.

The selected candidate will ensure a high standard of customer service, maintain accurate records, and meet performance targets while upholding company policies and values.

Key Responsibilities

• Answer incoming calls on English/Spanish lines and the designated individual line.

• Assist patients with queries, appointment changes, and required forms.

• Support professionals calling for patient information, reports, or other medical/legal matters.

• Confirm appointments through outbound calls or messages.

• Record all activities and results accurately in the system and daily worksheet.

• Resolve patient concerns efficiently while maintaining a professional and courteous demeanor.

• Demonstrate strong language control in both English and Spanish on each call.

• Adhere to professionalism standards, including attendance, punctuality, attire, and behavior.

Key Performance Indicators (KPIs)

• Handle incoming calls efficiently with minimal missed calls.

• Maintain a high rate of appointment confirmations.

• Ensure excellent call quality and professionalism on every interaction.

• Demonstrate courtesy, respect, and diplomacy during calls.

• Maintain consistent attendance and punctuality.

Monthly Targets

• Maximize response rate for incoming English and Spanish calls.

• Maintain high appointment confirmation ratios.

• Uphold call quality and management standards consistently.

• Achieve additional targets as assigned by management.

Requirements

• Fluency in both English and Spanish (spoken and written).

• Excellent communication, listening, and problem-solving skills.

• Experience in customer service or call center operations preferred.

• Proficiency in computer use and MS Office tools.

• Strong organizational and multitasking abilities.

• Punctual, professional, and team-oriented attitude.

Key Attributes

• Courteous and empathetic communicator.

• Attention to detail and accuracy in documentation.

• Consistent performer under pressure.

• Committed to providing excellent customer service.

What We Offer

• Market-competitive salary

• 5 working days (Monday–Friday)

• Medical insurance

• Provident fund

• Free pick & drop service

• Professional development and growth opportunities

Job Skill

Job Details