Bilingual Customer Service Representative

About us

CHMS was founded in 1999 and serves two-year old to six year-old children and their families in Arlington and Alexandria, Virginia. CHMS provides a high-quality Montessori education to young learners that helps them develop independence, confidence, and socialization. CHMS’ core values are the embodiment of its philosophy: practicing safety, strengthening community, building character, and adhering to Dr. Montessori’s principles

Professional Summary

A Bilingual Customer Service Representative serves as a critical communication bridge between organizations and their diverse customer base. This role requires fluency in English and a second language, exceptional communication skills, and the ability to deliver high‑quality support across multiple channels. Representatives ensure customer satisfaction by resolving inquiries, translating information, and maintaining accurate documentation, all while upholding company policies and service standards.

Key Responsibilities

Provide timely and courteous customer support in both languages via phone, email, chat, and social media.

Translate and clearly explain product details, policies, and service information between languages.

Document customer interactions, inquiries, complaints, and resolutions with accuracy.

Address customer questions, concerns, and recommendations while ensuring satisfaction and compliance with company procedures.

Redirect customers to appropriate departments and escalate issues when necessary.

Process exchanges, refunds, payments, and enrollment requests according to established policies.

Monitor call, email, and chat histories to ensure all customers receive complete assistance.

Assist with translation of marketing materials, website content, and internal documents as needed.

Maintain a strong understanding of company products, services, and relevant regulations.

Uphold confidentiality, professionalism, and a customer‑focused mindset at all times.

Required Qualifications

Fluency in English and a second language, both written and verbal.

High school diploma or equivalent; higher education preferred.

Proven experience in customer service or support roles, ideally in a bilingual environment.

Strong verbal communication, active listening, and interpersonal skills.

Proficiency with customer service software, CRM systems, and digital communication tools.

Ability to multitask, prioritize, and maintain accuracy in record‑keeping.

Professional email writing skills and general computer literacy.

Ability to remain composed, courteous, and solution‑oriented in challenging situations.

Preferred Skills

Knowledge of company products, services, and applicable regulations.

Experience handling bilingual content or translating documents.

Familiarity with social media platforms and omnichannel support environments.

Strong problem‑solving abilities and a proactive approach to customer satisfaction.

Role Impact

This position plays a vital role in enhancing customer loyalty, improving service efficiency, and supporting cross‑cultural communication. By leveraging bilingual proficiency and customer‑centric skills, the representative ensures that every customer—regardless of language—receives exceptional service and support.