Experienced Bilingual Customer Service Advisor – Evening Shift, Long-Term Coverage, Spanish & English – Join brighthush
About brighthush
brighthush is a forward‑thinking, customer‑centric organization that thrives on delivering exceptional service experiences across a diverse portfolio of brands. With a global footprint that spans multiple continents, we are committed to creating meaningful connections between our customers and the products or services they love. Our culture is built on innovation, collaboration, and a relentless focus on quality. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your voice matters and your growth is supported every step of the way.
Why This Role Matters
As a
Customer Service Advisor
on our evening shift, you will be the frontline champion for our Spanish‑speaking customers. Your ability to navigate complex inquiries, resolve issues efficiently, and maintain a positive brand image will directly influence customer satisfaction scores and loyalty metrics. This position is ideal for individuals who thrive in fast‑paced, omnichannel environments and are passionate about turning every interaction into a memorable experience.
Key Responsibilities
Omnichannel Customer Engagement:
Handle inbound and outbound communications across phone, email, live chat, and social media platforms, ensuring a consistent tone and high-quality service.
Issue Resolution & Escalation:
Diagnose and resolve customer complaints, product inquiries, and service disruptions with a focus on first‑contact resolution. Escalate complex issues to the appropriate internal teams while maintaining clear communication with the customer.
Order Processing & Management:
Accurately enter, update, and track orders in our CRM system, ensuring timely fulfillment and accurate billing.
Data Accuracy & Reporting:
Maintain meticulous records of customer interactions, follow‑up actions, and outcomes. Generate weekly reports on key performance indicators such as response time, resolution rate, and customer satisfaction.
Continuous Improvement:
Participate in regular training sessions, share insights from customer interactions, and contribute to the development of best‑practice guidelines.
Compliance & Quality Assurance:
Adhere to company policies, data protection regulations, and industry standards. Assist in quality audits and provide constructive feedback to improve service delivery.
Essential Qualifications
- Fluency in Spanish and English, both written and spoken.
- Minimum of 1 year of customer service experience, preferably in a call center or omnichannel support environment.
- Proficiency with CRM platforms such as Freshdesk or Zendesk, and a strong ability to learn new software quickly.
- Strong problem‑solving skills and the ability to remain calm under pressure.
- Excellent communication skills, with a clear, friendly, and professional tone.
- Residency within the Madrid community (or ability to work remotely from Madrid).
- High school diploma or equivalent; higher education is a plus.
Preferred Qualifications
- Experience with e‑commerce platforms like Shopify or WooCommerce.
- Knowledge of the hospitality or tourism industry.
- Previous exposure to handling high‑volume call traffic during peak periods.
- Experience in a bilingual or multicultural customer service setting.
- Certifications in customer service or related fields.
Core Skills & Competencies
Customer‑First Mindset:
A genuine desire to help customers and a commitment to exceeding expectations.
Technical Aptitude:
Comfortable navigating multiple software tools and troubleshooting basic technical issues.
Time Management:
Ability to prioritize tasks, manage time effectively, and meet performance targets.
Adaptability:
Quick to adjust to new processes, policies, and technologies.
Team Collaboration:
Works well with cross‑functional teams, sharing knowledge and supporting peers.
Attention to Detail:
Ensures accuracy in data entry, order processing, and documentation.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from within. As a Customer Service Advisor, you will have access to:
- Structured onboarding programs that cover product knowledge, customer service best practices, and company culture.
- Ongoing training modules, including advanced CRM techniques, conflict resolution, and industry trends.
- Mentorship from senior advisors and managers who provide guidance and career coaching.
