Bilingual customer experience associate

About the role

You will serve customers of United States and Canadian companies across voice, chat, email and social channels, switching between English and Spanish depending on the customer. Many of our North American clients serve large Hispanic customer bases, and this role exists because those customers deserve the same quality of service as everyone else. Because the Dominican Republic shares a working day with the United States East Coast, you will work standard hours aligned with the client rather than overnight shifts.

Key responsibilities

• Handle 50 to 80 customer interactions per shift across voice, chat, email, SMS and social channels
• Switch fluently between English and Spanish based on customer preference, without transferring the customer
• Resolve enquiries at first contact wherever possible, targeting FCR of 75% or above
• Document every interaction completely and accurately in the client CRM
• Follow client brand voice guidelines and register standards in both languages
• Handle refunds, order modifications, subscription changes and billing disputes within authorised limits
• Update customer records in compliance with Law 172-13 and client data handling requirements
• Escalate complex or high-severity issues following documented protocols
• Handle cancellations, complaints and service failures using de-escalation techniques
• Meet programme-specific average handle time and after call work targets
• Participate in daily huddles, quality calibration sessions and refresher training
• Contribute knowledge base improvements based on recurring customer issues
• Support peak season coverage with availability for additional hours
• Maintain schedule adherence and attendance targets

Required qualifications

• Native or equivalent Spanish
• English at CEFR B2 or above, assessed across speaking, listening, reading and writing before offer
• Secondary education completed. University study in progress or completed is an advantage
• Ability to type at least 40 words per minute with 95% accuracy in both languages
• Comfort working in a Windows environment with multiple concurrent applications
• Availability for rotating shifts within 07:00 to 23:00 US Eastern coverage, including weekends
• Availability to work onsite in Santo Domingo
• Valid Dominican ID or work permit

Preferred qualifications

• Six months or more of contact centre, retail or customer-facing experience
• Experience with CRM platforms: Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot, Intercom
• English at C1, which opens progression to team leader and trainer roles
• Experience in e-commerce, SaaS, financial services, healthcare or telecommunications
• Dominican diaspora returners with United States or Canadian work experience are strongly encouraged to apply

About Corpshore Dominicana

Corpshore Dominicana is the Dominican delivery arm of Corpshore Solutions Corporation, Toronto. We deliver BPO, IT and AI services from four Dominican cities, and we promote from within.

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