Customer Service Representative (Bilingual: Spanish)

Job Locations US-FL-Doral
Customer Service/Support

Company Overview

A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.
Some of the employee benefits we offer in ALCORA are:
*Medical, vision, and dental coverage for employees
*Paid time Off                           
*Paid holidays
*Matching 401k                
*Free Gym access

Job Summary

The MONAT Customer Service Representative (Bilingual: English and Spanish) ensures the proper functioning of the Customer Care Department assisting with technical issues, problem solving and escalated situations. And keeps the management informed about calls and trends.


  • Answer inbound phone calls, make outbound calls, respond to e-mail, and manage chat sessions as assigned in accordance with established service level objectives.
  • Handle escalations from Top Market Partners, open cases as needed and follow up on resolution with customer.
  • Handle a complete range of inquiries with an exceptional quality of interaction, clarifying root cause of problems, researching answers, providing solutions, and exploring alternatives.
  • Provide product, program, compensation plan, and business information as necessary.
  • Assist with order processing, enrollments, and setting up new customers; issue RMAs if needed.
  • Provide basic technical support for the back office systems; escalate advanced issues to the IT Support staff.
  • Identify, report, and follow-up on website issues to ensure corrective action is taken.
  • Provide daily updates to department management regarding the overall nature of inbound calls and e-mail and any trends or concerns detected.
  • Escalate unresolved problems when necessary.
  • Document all contact information according to Standard Operating Procedures.
  • Represent the MONAT brand, maintaining a professional, competent, and positive demeanor at all times.


  • Minimum 2-5 years of Contact Center Customer Care experience
  • High School Diploma or equivalent
  • Associate Degree – Preferred


  • Customer Service - Excellent telephone personality and style; exceptional understanding of customer service principles and practices.
  • Proficient in Written and Verbal Communication Skills - Both in Spanish and English. Conveys written information clearly and effectively through both formal and informal documents.  Conveys information orally, in such a way that the recipient(s) comprehends the message.
  • Listening -Listens for clear comprehension and understanding of the customer’s needs.
  • Problem solving - Generates effective solutions to problems, considering unique aspects of situations, negotiating compromises, suggesting alternative solutions, and balancing business needs with individual needs.
  • Organization and Administration - Uses system and tools to complete each transaction completely and with maximum efficiency in compliance with standard operating procedures.
  • Team Player - Demonstrated ability to work with others in a collaborative environment.
  • Ability to work in a fast pace continuously changing working environment.