Bilingual Customer Service Agent
CustomerHD
On-site
Belize City, Belize
Customer Support Specialists
Working Location: In Office
Job Title: Customer Support Specialists - Bilingual
Office Location: Belize City: 160 Newtown Barracks Road
Shift: FULL-TIME Flexibility on shifts
Start Date: July 18th,2025
Channels: Phone calls, Emails, and Social media
Why CustomerHD BPO?
- Paid on time, EVERY TIME!
- Full hourly rate paid training
- Daily training cash bonus for the first week
- Taxi Services provided for the first week & during off-hours (shifts starting at or before 7AM, or ending at or after 8PM)
- Complimentary meal on your first day
- Foosball tables and games in office
- Casual dress code
- Recognition program offering - dotbox donuts, CHD swag, food and grocery vouchers, and phone top-up cards + more
- Employee of the month, quarter, and year awards with bonuses
- Vacation & sick leave benefits
- Company swag provided
- Volunteer opportunities
If you are not sold on CustomerHD just yet, keep reading...
“I like the positive energy of my team and the help our Team Lead is always willing to give."
"The bosses are very, very welcoming and friendly. Most places, the higher up staff are very rude and stand-offish to the employees who do not have sophisticated roles. However at CustomerHD BPO, the bosses are very nice and friendly and treat all employees as humans - as it should be!"
"I LOVE this job because this is the only place that accepted me as a junior college student. I am able to work around my school schedule. THANKS FOR THE OPPORTUNITY."
"What I like about CustomerHD BPO is that it is a new experience in BPO - it's very good and less stressful than the others in the BPO industry. I am really enjoying the experience and thankful for the opportunity to work with this company."
About CustomerHD:
CustomerHD headquarters is located in Raleigh, NC USA, and recently expanded to Belize City! We are a BPO determined to change the perception of "call centers" and "BPOs". Yes, we do email, phone and chat support for our clients, but we differentiate ourselves by investing in our people and work environment! We create a needed & known atmosphere to foster your growth to help you meet your ongoing professional and personal goals, all while making your experience as gratifying as possible with empowerment to think and solve problems, with some fun in the mix. That’s CustomerHD BPO.
“I like the positive energy of my team and the help our Team Lead is always willing to give."
"The bosses are very, very welcoming and friendly. Most places, the higher up staff are very rude and stand-offish to the employees who do not have sophisticated roles. However at CustomerHD BPO, the bosses are very nice and friendly and treat all employees as humans - as it should be!"
"I LOVE this job because this is the only place that accepted me as a junior college student. I am able to work around my school schedule. THANKS FOR THE OPPORTUNITY."
"What I like about CustomerHD BPO is that it is a new experience in BPO - it's very good and less stressful than the others in the BPO industry. I am really enjoying the experience and thankful for the opportunity to work with this company."
About CustomerHD:
CustomerHD headquarters is located in Raleigh, NC USA, and recently expanded to Belize City! We are a BPO determined to change the perception of "call centers" and "BPOs". Yes, we do email, phone and chat support for our clients, but we differentiate ourselves by investing in our people and work environment! We create a needed & known atmosphere to foster your growth to help you meet your ongoing professional and personal goals, all while making your experience as gratifying as possible with empowerment to think and solve problems, with some fun in the mix. That’s CustomerHD BPO.
About the Role
We are looking for a Customer Service Agent to support a leading residential community management company that serves over 3 million residents. In this role, you will assist homeowners, attorneys, architects, mortgage companies, and potential buyers with inquiries regarding community services, maintenance requests, billing, and more.
This position involves handling customer interactions across multiple channels, including phone, email, and social media, while ensuring timely and accurate responses. As a remote team member, you’ll be equipped with advanced tools such as Five9, Zendesk, and an internal knowledge base, working alongside both internal agents and BPO colleagues across multiple locations.
Key Responsibilities
- Customer Support: Manage inbound calls, emails, and social media inquiries, providing accurate information and assistance on various community-related matters.
- Problem Resolution: Address service issues, complaints, and requests efficiently, ensuring adherence to service standards.
- Collaboration: Work closely with internal teams (maintenance, financial services, and community management) to resolve resident concerns and maintain smooth operations.
- Escalation Handling: Identify complex issues requiring escalation and ensure seamless handoff to Tier 2 or Tier 3 agents, following established protocols.
- System Utilization: Use Five9, Zendesk, and CRM tools to track interactions, document inquiries, and monitor resolution progress.
- KPI Management: Meet performance expectations, including:
- Schedule adherence: 93%
- Utilization rate: 70-75%
- Average handle time (AHT): 5-6 minutes
- Attendance: Consistently meeting set expectations
- Customer Satisfaction: Deliver clear, courteous, and effective communication to ensure a high level of service.
Qualifications & Skills
- Experience: Minimum 1 year of call center experience.
- Education: High school diploma or equivalent; additional customer service or property management certifications are a plus.
- Language Skills: Bilingual candidates (Spanish-English) preferred.
- Communication: Excellent verbal and written communication skills with the ability to manage multiple communication channels.
- Problem-Solving: Strong troubleshooting abilities to resolve customer issues quickly and effectively.
- Time Management: Ability to handle a high volume of inquiries while maintaining performance metrics.
- Attention to Detail: Accurate documentation and clear communication in all interactions.
- Customer Focused: Passion for providing outstanding service and exceeding customer expectations.
- Team Player: Ability to work collaboratively in a remote environment while coordinating with multiple teams and stakeholders.
Benefits:
- Training & Development
- Bonus and Incentive opportunities