Key responsibilities- respond to customer inquiries in real time via online chat, phone, email and other channels, handle multiple concurrent conversations efficiently, and quickly diagnose and identify customer issues. - provide standardized solutions strictly in accordance with knowledge bases and sops, and complete issue escalation and collaborative processing as required. - record customer communication details and handling procedures completely and accurately, ensuring standardized tickets and closed-loop issue resolution. - cooperate proactively with team tasks and adapt to the working pace and service standards of customer service.requirements- education & experience: college degree or above; over 1–2 years of work experience, including at least 1 year of phone-based customer service experience. - language skills: native or fluent in spanish ; fluent in spoken and written english. - core competencies: fast typing speed; able to handle 1–4 concurrent chat windows without information omission; excellent telephone communication skills with active listening and professional tone; strong learning ability to quickly understand business and customer needs. - professionalism: strong sense of responsibility, detail-oriented, good service awareness and teamwork. - preferred qualifications: prior customer service supervisory/management experience; experience in the financial industry.