10/09/2026 updated
100 % available
Bilingual Customer Service Representative | Call Center & CRM Operations
Managua, Nicaragua
Only remote
High School Diploma - Bachiller en Ciencias y LetrasAbout me
Detail-oriented Customer Service Representative specializing in B2C operations, order resolution, and CRM systems. Skilled in managing case escalations, fact-checking, and cross-platform communication while strictly adhering to QA and KPI benchmarks.
Call CentersContact Center ManagementFollow-up of Customer AppointmentsExcellence in Service
Customer Operations & B2C Support
Extensive experience in customer operations, handling inquiries related to orders, deliveries, products, warranties, returns, and refunds for U.S. retail customers, while maintaining high standards of service and professionalism.
CRM & Customer Management Systems
Proficiency in CRM and internal database systems for accurately documenting customer interactions, transactions, and case information, ensuring data accuracy and compliance with quality standards.
Case Resolution & Escalation
Strong capability in resolving complex customer cases efficiently, applying established escalation procedures and fact-checking to ensure accurate solutions and documentation.
Quality Control
Application of company policies, procedures, quality standards, and communication guidelines consistently to maintain service excellence.
Fact-Checking & Information Verification
Thorough fact-checking and information verification processes to ensure accurate solutions and proper documentation in every customer interaction.
Google Workspace
Practical use of Google Workspace tools to support daily operations, communication, and documentation tasks.
Microsoft Office
Solid command of Microsoft Office applications for structured writing, reporting, and data management.
KPI & SLA Awareness
Consistent work toward key performance indicators including Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Call Resolution (FCR).
Windows & macOS
Comfortable working across both Windows and macOS operating environments in professional settings.
Database & Internal Business Systems
Experience managing multiple systems and information sources while maintaining accuracy and attention to detail.
Extensive experience in customer operations, handling inquiries related to orders, deliveries, products, warranties, returns, and refunds for U.S. retail customers, while maintaining high standards of service and professionalism.
CRM & Customer Management Systems
Proficiency in CRM and internal database systems for accurately documenting customer interactions, transactions, and case information, ensuring data accuracy and compliance with quality standards.
Case Resolution & Escalation
Strong capability in resolving complex customer cases efficiently, applying established escalation procedures and fact-checking to ensure accurate solutions and documentation.
Quality Control
Application of company policies, procedures, quality standards, and communication guidelines consistently to maintain service excellence.
Fact-Checking & Information Verification
Thorough fact-checking and information verification processes to ensure accurate solutions and proper documentation in every customer interaction.
Google Workspace
Practical use of Google Workspace tools to support daily operations, communication, and documentation tasks.
Microsoft Office
Solid command of Microsoft Office applications for structured writing, reporting, and data management.
KPI & SLA Awareness
Consistent work toward key performance indicators including Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Call Resolution (FCR).
Windows & macOS
Comfortable working across both Windows and macOS operating environments in professional settings.
Database & Internal Business Systems
Experience managing multiple systems and information sources while maintaining accuracy and attention to detail.
Experience
Professional experience0 - 5 years
Freelancer since2026
Languages
EnglishFluentSpanishNative speaker
Project history
Providing customer support for Lowe's U.S. customers, handling inquiries related to orders, deliveries, products, warranties, returns, and refunds. Resolving customer issues efficiently, documenting interactions using CRM systems, applying quality standards, performing fact-checking, escalating complex cases, and managing multiple systems while maintaining accuracy and attention to detail.