• Answer incoming calls, emails, or messages in both languages in a timely and professional manner • Provide clear, accurate, and culturally appropriate communication to ensure customer understanding and satisfaction • Route calls and inquiries to the appropriate department when necessary • Build and maintain strong relationships with customers by understanding their needs and delivering personalized support • Handle customer concerns, complaints, and requests efficiently, coordinating with internal teams for resolution • Provide detailed information regarding products, services, policies, and procedures • Document customer interactions accurately in CRM systems • Maintain confidentiality of sensitive customer information at all times • Meet or exceed performance metrics related to customer satisfaction, response time, and quality standards