Native Spanish Speaking Customer Service Assistant

I need a skilled assistant who can take full ownership of customer interactions in Spanish across phone, live chat, and email. The role combines three key responsibilities: guiding customers through general inquiries, booking and confirming appointments, and providing first-line technical support for our products. Because every exchange happens in real time with our clients across Latin America and Spain, only a native Spanish speaker will be able to match the tone, nuance, and speed required.

Day-to-day you will:
• Answer incoming calls and chats, greet each customer warmly, and resolve or triage their question within minutes.
• Manage our shared inbox, keeping response times under our current SLA.
• Schedule appointments directly into our online calendar, double-checking time zones and sending confirmations.
• Walk users through basic troubleshooting steps; when an issue needs escalation, create a clear, concise ticket in our CRM so the engineering team can pick it up without back-and-forth.

Deliverables I will review weekly:
1. Call, chat, and email logs showing response and resolution times.
2. Appointment report with zero scheduling errors.
3. Technical tickets documented with reproducible steps and relevant screenshots.

You should already be comfortable using a VoIP softphone, live-chat dashboards (such as Intercom or Zendesk Chat), and a standard ticketing/CRM platform. If you bring additional expertise—say, in Help Scout, Freshdesk, or Calendly—let me know; flexibility is always a plus.

The project will start on a part-time basis with the possibility of moving to full-time if we’re both happy with the metrics above.