Bilingual Customer Care Specialist

About Ua/Uniform Advantage Brands
This is one of UA Brands' most customer-impacting roles. As a Bilingual Customer Care Specialist, you will serve as a trusted problem-solver for our customers, handling phone-based inquiries that often involve complex, time-sensitive, or emotionally charged situations. Customers rely on you not just for answers, but for ownership. Your success will be measured by your ability to resolve issues accurately, professionally, and preferably in a single interaction, while reinforcing UA Brands' reputation for service excellence.
This role requires flexibility to support U.S. business hours, including weekends, holidays, and occasional overtime based on business needs.
This is a high-volume, phone-intensive role where success depends on focus, resilience, and consistent performance. Customer interactions often involve urgent or emotionally charged issues, and representatives are expected to manage multiple systems while maintaining professionalism, empathy, and accuracy. Performance is closely tracked across quality, productivity, and customer satisfaction metrics.

What You'll Do

• Manage different queues of inbound phone calls, emails, and chats in English and Spanish, taking complete ownership of each interaction from first contact through final resolution, including documentation and follow-up when required.
• Resolve complex service scenarios, including billing inquiries, order placement or modification, exchanges, refunds, and system troubleshooting.
• Navigate multiple internal systems simultaneously while meeting defined handle-time, quality, and compliance expectations.
• Exercise sound judgment to balance customer satisfaction with business guidelines, ensuring fair and consistent outcomes.
• Handle sensitive and confidential customer information with professionalism and discretion.
• Collaborate cross-functionally and support offline tasks, special projects, or other departments during lower contact-volume periods.

Required Skills

• Advanced active listening, verbal, and written communication skills in English and Spanish.
• Ability to work effectively with a diverse team in a fast-paced, metric-driven environment.
• Strong organizational skills with the ability to manage time, priorities, and detailed documentation.
• Sound analytical thinking and decision-making capabilities.
• Demonstrated reliability, accountability, and a team-oriented mindset.

Required Experience

• Minimum 2 years of phone-based call center experience supporting a U.S. Retail and/or E Commerce business.
• Experience handling international customer calls, emails, and chats, preferably within a U.S. process.
• C2-level English and Spanish proficiency (verbal and written).
• Minimum 40 WPM typing speed.
• Prior experience working in a remote environment.
• Candidates with direct exposure to U.S. Retail or E-Commerce phone support will be prioritized.

Workspace Requirements

• Quiet, private, distraction-free home workspace with no conflicting responsibilities during scheduled shifts.
• Minimum Internet Speed: 100 Mbps upload/download.
• 9 hours of power backup to ensure uninterrupted connectivity.

REMOTE – Work from Home
This is a fully remote position. Employees are expected to be online and available during their assigned core business

hours. Company-provided computer equipment will be issued for business use.

This Role Is a Strong Fit If You

• Enjoy fast-paced, phone-heavy work and stay energized by back-to-back customer interactions.
• Are you comfortable receiving regular feedback tied to performance metrics.
• It can remain composed, empathetic, and solution-focused when customers are frustrated or upset.
• Take personal accountability for outcomes rather than escalating by default.

THIS ROLE MAY NOT BE A FIT IF

• Prefer email or chat-based support over live phone interactions.
• You are uncomfortable managing customer issues.
• Find strict schedules, productivity targets, or monitored performance stressful.
• Require frequent exceptions to policies to feel successful.
• Are easily distracted in a work-from-home environment.

Benefits & Perks
UA BRANDS offers a full range of benefits that address both your health and financial needs.

• Statutory benefits from the country.
• Continuous remote work.
• Holiday Pay according to the Law.
• OT Pay according to the Law.
• Referral Program - Get paid to work with Friends.
• Regular Recognition, Social Activities, Monthly Events, and Birthday Celebrations – Mandatory Fun.

UA IS AN EQUAL OPPORTUNITY EMPLOYER
As an employee of any UA Brands division, you will be part of an established and dynamic organization. We believe that success starts from within, and we are seeking individuals who thrive in an environment that encourages and supports self-management. To provide equal employment and advancement opportunities to all individuals, employment decisions at UA Brands will be based on merit, qualifications, and abilities. UA Brands does not discriminate in employment opportunities or practices based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. UA Brands will make reasonable accommodation for qualified individuals with known disabilities unless doing so will result in undue hardship. We are a Drug-Free Workplace.