Bilingual Customer Service Representative Resume Guide

Bilingual customer service representatives provide assistance to customers in both English and another language. They answer inquiries, troubleshoot problems, process orders or transactions, and offer information about products or services. Additionally, they may be responsible for providing feedback on customer satisfaction surveys and helping to improve the overall quality of customer service.

You have a unique ability to provide customer service in two languages – making you an ideal candidate for any business. However, employers don’t know who you are yet; to make them aware of your talents and experience, create a resume that stands out from the crowd.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

Bilingual Customer Service Representative Resume

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Bilingual Customer Service Representative Resume Sample

Mireille Lesch
Bilingual Customer Service Representative

[email protected]
871-794-7918
linkedin.com/in/mireille-lesch

Summary

Passionate bilingual customer service representative with 5+ years of experience using Spanish and English fluently. Skilled in resolving customer inquiries quickly, efficiently and politely. At XYZ Company, provided exemplary service to customers from diverse cultural backgrounds by identifying their needs accurately and responding promptly to their queries. Received the “Outstanding Performance” award for two consecutive years in recognition of exceptional performance metrics.

Experience

Bilingual Customer Service Representative, Employer A
Mesa, Jan 2018 – Present

Listened to customer inquiries and grievances in both English and Spanish, providing accurate solutions to resolve their issues; improved customer satisfaction ratings by 15%.
Compiled comprehensive reports on customer service performance metrics, including call wait times and resolution rates; identified key improvement areas that resulted in a 10% increase in efficiency.
Expedited the processing of orders for 200+ customers each day through proficient use of bilingual capabilities; reduced shipment delays from 2 days to 1 day on average.
Effectively communicated with overseas vendors regarding product availability & pricing information; successfully negotiated bulk discounts of $7000 per quarter for customers’ purchases over $500+.
Revised standard operating procedures (SOPs) related to order tracking processes using multilingual knowledge base resources; enhanced accuracy when verifying delivery details with 95% accuracy rate achieved daily.

Bilingual Customer Service Representative, Employer B
Dallas, Mar 2012 – Dec 2017

Prepared written responses in both English and Spanish to customer inquiries, resolving issues for over 500 customers per month and increasing customer satisfaction by 10%.
Communicated effectively with customers from diverse backgrounds via phone, email or web chat; proactively identified potential problems and offered timely solutions.
Successfully completed a range of administrative duties including data entry, order tracking & processing returns while maintaining accuracy levels above 95%.
Responded quickly to customer complaints within 24 hours on average, successfully addressing 90% of the cases without escalation to management level.
Presented product information clearly at events such as trade shows or open days; assisted sales team in closing $15K worth of deals each week through effective communication skills in both English and Spanish.

Skills

Time Management
Teamwork
Customer Satisfaction
Data Entry
Team Leadership
English
Spanish
French
Communication

Education

Bachelor of Arts in Communication
Educational Institution XYZ
Nov 2011

Certifications

Certified Bilingual Customer Service Representative
American Council on the Teaching of
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

Your resume summary/objective should be a powerful statement that highlights your best qualities as a bilingual customer service representative. For example, you could mention the languages you are fluent in, the awards or certifications you have earned for excellent customer service, and how your experience has enabled customers to quickly resolve their issues.

Below are some resume summary examples:

Detail-oriented bilingual customer service representative with 5+ years of experience providing exceptional customer support in Spanish and English. At XYZ, led the resolution of more than 200 complex customer inquiries within 24 hours, resulting in a 95% client satisfaction rate. Successfully managed 10 simultaneous live chat sessions for both domestic and international customers. Proven ability to quickly assess needs and provide solutions that meet or exceed expectations.

Committed bilingual customer service representative with 6+ years of experience in the hospitality industry. Highly experienced in handling a wide range of customer inquiries and providing excellent service levels through fluency in English & Spanish. At XYZ, successfully handled an average of 250 daily calls while meeting tight deadlines consistently to ensure client satisfaction. Received multiple employee awards for exemplary performance and commitment to excellence.

Seasoned bilingual customer service representative with 8+ years of experience providing exceptional support to English and Spanish-speaking customers. Fluent in both languages, able to bridge the gap between cultures by resolving complex inquiries quickly and efficiently. At Company X, handled over 200 calls daily while maintaining a 98% satisfaction rating from customers. Seeking to join ABC as its next bilingual customer service rep.

Professional customer service representative with 5+ years of experience in the banking industry. Fluent in English and Spanish, I have provided bilingual customer support to over 1000 clients. At XYZ Bank, managed a team of five customer service representatives who consistently achieved superior client satisfaction ratings. Received awards for outstanding performance and was recognized as an exemplary leader by senior management.

Driven bilingual customer service representative with 3+ years of experience providing outstanding support to clients in English and Spanish. Proven record of increasing customer satisfaction by 25% while maintaining a high-level standard for quality assurance. Seeking to join ABC Inc. as the next bilingual customer service representative, leveraging my fluency in multiple languages and strong communication skills for success.

Dependable bilingual customer service representative with 5+ years of experience providing excellent customer support in English and Spanish. Experienced problem solver who demonstrates strong communication, interpersonal skills, and an ability to work well under pressure. Seeking a role at ABC Company where I can utilize my language proficiency to provide exceptional service for customers from diverse backgrounds.

Enthusiastic and customer-focused bilingual customer service representative with over 7 years of experience in helping customers find the right product and providing exceptional service. Fluent in Spanish, French, and English; experienced working with multicultural clients from around the world. At XYZ, achieved an average satisfaction rate of 97% for all incoming calls.

Amicable and bilingual customer service representative with an extensive background in providing top-notch services to clients. Fluent in English and Spanish, 5+ years of experience resolving customer inquiries quickly and efficiently through multiple channels. Highly motivated problem solver looking to join ABC’s team as a Bilingual Customer Service Representative.

2. Experience / Employment

Next comes the work history section, which should be written in reverse chronological order, with your most recent job listed first.

Stick to bullet points for this section; it makes the information easier to read and digest. When writing each point, make sure you include details about what you did and any results or accomplishments achieved.

For example, instead of saying “Provided customer service,” you could say, “Answered an average of 150+ customer inquiries per day in both English and Spanish while maintaining a satisfaction rate above 90%.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Assisted
Responded
Interpreted
Translated
Resolved
Communicated
Listened
Explained
Addressed
Educated
Facilitated
Troubleshot
Documented
Monitored

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Formulated
Improved
Introduced
Mentored
Optimized
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Resolved customer inquiries in both English and Spanish, successfully addressing over 300 customer issues within one month.
Demonstrated excellent bilingual communication skills to facilitate conversations with customers from diverse backgrounds; increased satisfaction ratings by 25%.
Spearheaded the development of a new customer service system to streamline the resolution process, reducing call times by 30% on average and increasing efficiency across the entire team.
Accurately documented all customer interactions through CRM software and troubleshooting steps taken for future reference; maintained up-to-date records on over 500 clients daily.
Reorganized existing filing systems for better accessibility, allowing quicker retrieval of information when responding to client requests; eliminated backlogs that had accumulated over 3 months prior.

Assisted over 500 customers in English and Spanish, providing timely support for inquiries on products, services and order status; increased customer satisfaction by 15%.
Streamlined the onboarding process of new customers by creating a bilingual user manual with easy-to-follow instructions; decreased training time from 4 hours to 2 hours per representative.
Competently handled incoming calls involving complex technical issues while maintaining an average call resolution rate of 95%.
Participated in cross-functional team meetings to brainstorm ideas on enhancing customer service delivery strategies; implemented 10 new initiatives that improved response times by 30% within 6 months.
Advised customers on product features & benefits as well as promotional offers, resulting in $10K+ sales increase every month across both language markets combined.

Improved customer satisfaction ratings by 20% through efficient problem-solving and providing clear communication in both English and Spanish.
Reduced customer wait times by 15 minutes on average through prompt responses to inquiries via phone, email, social media or chat support.
Structured custom solutions for over 200 customers’ unique needs while adhering to company policies & procedures at all times.
Consistently resolved difficult customer issues with diplomacy and professionalism; received positive feedback from 80+ customers in the last quarter alone!
Utilized strong knowledge of product features/functionality to provide accurate information about products/services; increased sales revenue by $7,000 in the past year due to successful upselling efforts.

Achieved a 95% customer satisfaction rate while providing bilingual (English/Spanish) customer service to over 250+ customers daily.
Educated customers on product features and services in both English and Spanish, leading to increased sales by 10%.
Monitored incoming calls & emails for quality assurance purposes; identified patterns of complaints & suggestions from customers which were then used to improve the overall level of customer service provided.
Actively collaborated with internal teams such as marketing, operations and technical support departments in order to identify solutions that best meet customer needs within a timely manner.
Facilitated resolution of complex queries involving language translation issues between English-speaking staff members and Spanish-speaking clients; reduced response time by an average of 30 minutes per query compared to previous process timescales.

Documented customer inquiries in English and Spanish, accurately resolving over 200 customer service issues each week with a 90% satisfaction rate.
Developed strong relationships with customers by providing professional advice on products and services; increased sales revenue by 10%.
Represented the company’s brand values to ensure high quality of customer service was consistently delivered at all times.
Diligently assisted customers with troubleshooting technical problems via phone or email, resulting in an average reduction of 15 minutes per call resolution time compared to other CSRs not speaking both languages fluently.
Troubleshot operational issues for clients across various industries including retail, banking, healthcare and IT; successfully resolved 95% of cases within 24 hours or less without escalation needed from management team members.

Translated customer inquiries from English to Spanish and vice versa, helping over 800 customers resolve their issues in a timely manner.
Coordinated with other departments such as marketing, sales and technical support to ensure that all customer requests were addressed appropriately; significantly reduced response time by 50%.
Substantially improved customer satisfaction ratings through prompt resolutions of complaints & queries within 24 hours; boosted CSAT scores by 20% on average each month.
Addressed customer feedback effectively via telephone calls, emails, online chat channels and social media platforms while ensuring compliance with company policies & regulations at all times.
Interpreted complex topics related to product features/functionalities for non-English speaking clients using simple language; increased understanding rate among these customers by 15%.

Assessed customer inquiries and complaints in both English and Spanish, resolving over 80% of customer issues within the first call.
Formulated customized service plans for each client based on their individual needs; achieved a 95% satisfaction rate with customers.
Mentored new hires to help them develop language proficiency and familiarity with customer services protocols, resulting in an improved average response time by 45%.
Optimized existing processes to streamline workflow operations; decreased wait times for clients by up to 70%, improving overall efficiency of the team’s performance.
Efficiently managed multiple tasks concurrently while providing excellent customer support at all times through telephone calls, emails & live chat communication channels with minimal errors or delays.

3. Skills

Two organizations that have advertised for a position with the same title may be searching for individuals whose skills are quite different. For instance, one company may require the candidate to be fluent in Spanish and English, while another may only need them to be proficient in French.

Therefore, it is important that you tailor the skills section of your resume for each job application. This way, you can ensure that employers are able to quickly identify which qualifications match their needs. Additionally, many companies use applicant tracking systems these days; by including specific keywords related to the position on your resume (such as “bilingual customer service” or “Spanish-English fluency”), you increase your chances of being selected for an interview.

Finally, don’t forget to elaborate on any particularly relevant skills elsewhere in your resume – such as within a summary statement or work experience section – so that potential employers gain a full understanding of what makes you qualified for this role.

Below is a list of common skills & terms:

Account Management
Bilingual Communications
Call Centers
Communication
Customer Satisfaction
Data Entry
English
French
Problem Solving
Process Improvement
Social Networking
Spanish
Teaching
Team Leadership
Teamwork
Time Management
Windows

4. Education

Mentioning an education section on your resume will depend on how much work experience you have. If you are just starting out, include an education section below your resume objective. However, if you already have a few years of customer service under your belt, omitting the education section is perfectly acceptable.

If including an education section, try to highlight courses and subjects related to the bilingual customer service representative role that may be relevant for potential employers such as foreign language classes or communication studies.

Bachelor of Arts in Communication
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications demonstrate to potential employers that you have the necessary knowledge and skills for a particular job. They also show that you are committed to professional development, as certifications require dedication and hard work in order to obtain them.

Including any relevant certifications on your resume can help set you apart from other applicants by showcasing your commitment and expertise in the field. Make sure to include all applicable certifications so hiring managers can easily assess how qualified you are for the position.

Certified Bilingual Customer Service Representative
American Council on the Teaching of
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Mireille Lesch, this would be Mireille-Lesch-resume.pdf or Mireille-Lesch-resume.docx.

7. Cover Letter

Attaching a cover letter to your job application can be an invaluable way to make a strong first impression. It should contain 2-4 paragraphs and provide recruiters with additional information about you that isn’t already included in your resume.

Cover letters are not always required, but they do offer many benefits such as allowing you to showcase why you’re the right candidate for the role and demonstrating your enthusiasm for joining the team. Writing one is highly recommended if given the opportunity!

Below is an example cover letter:

Dear Celestino,

I am writing to apply for the Bilingual Customer Service Representative position at XYZ Corporation. As a customer service professional with more than 5 years of experience and fluency in both English and Spanish, I am confident I would be an excellent addition to your team.

In my current role as a customer service representative at ABC Corporation, I provide support to customers through various channels including phone, email, and chat. I have successfully resolved complex customer issues by taking the time to listen to their concerns and offer personalized solutions. My ability to build strong relationships with customers has resulted in high satisfaction scores on surveys and repeat business. In addition, I often receive compliments from customers regarding my friendly and helpful attitude.

I also have experience handling escalated customer complaints in a calm and professional manner. On several occasions, I have been able to diffuse angry or upset customers by empathizing with their situation and offering a resolution that meets their needs. My ability to stay calm under pressure has helped me resolve challenging customer issues quickly and efficiently.

Furthermore, my bilingual skills would be an asset for your company as you expand your business into new markets where Spanish is spoken. In addition to being able communicate effectively with Spanish-speaking customers, I am also familiar with Hispanic culture which would allow me to better relate to this target market.

I believe my combination of customer service experience, bilingual skills, and interpersonal abilities make me the perfect candidate for this position at XYZ Corporation. Thank you for your consideration; I look forward hearing from you soon about this opportunity.

Sincerely,

Mireille