Bilingual Customer Service Representative, Spanish and English

• Handle inbound customer and member enquiries in Spanish and English across phone, chat, and email.
• Answer questions about accounts, benefits, orders, eligibility, and service issues.
• Document each interaction accurately in the client system.
• Escalate or transfer enquiries that require specialist handling.
• Maintain professionalism, confidentiality, neutrality, and impartiality at all times.
• Follow HIPAA requirements and all applicable client-specific guidelines.
• Handle sensitive and confidential information responsibly.
• Maintain a quiet, professional environment suitable for remote support work.
• Complete required language proficiency and client qualification assessments.
• Follow Defrilex procedures and quality standards for all assigned support opportunities.

• Native or near-native fluency in English and Spanish.
• Excellent communication, listening, and comprehension skills.
• Strong understanding of cultural nuances in both languages.
• Ability to communicate clearly and accurately in professional conversations.
• Comfortable typing and navigating multiple systems while speaking with a customer.
• Quiet and professional workspace suitable for remote support work.
• Reliable high-speed internet connection.
• Computer with a quality USB headset and functioning microphone.
• Ability to pass required language proficiency and client qualification assessments.
• Ability to maintain confidentiality and follow HIPAA and client-specific requirements.
• No prior contact centre experience required.

• HIPAA Certification.
• Previous customer service, contact centre, or BPO experience.
• Previous healthcare member services experience, including enrolment, billing, or claims.
• Experience with CRM or helpdesk platforms.
• Experience working with healthcare terminology.

Candidates without these qualifications are still encouraged to apply.

• Updated Resume/CV.
• Government-issued ID.
• EF SET English Certificate or equivalent English proficiency assessment.

• 100% Remote
• Worldwide
• Independent Contractor
• Flexible schedule based on client demand
• No prior contact centre experience required

Opportunities may vary based on client demand, language needs, qualifications, availability, and successful completion of required assessments.

1. Application and document review.
2. English language proficiency verification.
3. Spanish language proficiency assessment.
4. Client-specific qualification assessments, when applicable.
5. Onboarding and compliance requirements.
6. Programme orientation or training, when applicable.

Successful candidates will be added to the Defrilex global network and may be contacted for future support opportunities based on client demand and availability.

Defrilex is building a reliable global network of language professionals to help bridge communication gaps between organisations and the people they serve.

Whether you are an experienced agent or new to customer support, if you have strong English and Spanish language skills and meet the technical and application requirements, we encourage you to apply.

Join the Defrilex global network and help make service more accessible — from anywhere in the world.