About the role
What this role is about
Provide voice and email support in both English and Spanish for a global travel client, assisting customers across time zones.
Every new team member completes structured training on the client's products, processes, and quality standards, followed by a supervised nesting period before working independently. You will have a team leader, coaching, and clear performance expectations from day one.
This is a full-time, on-site role based in Colombo, Sri Lanka. Schedule: Rotational shifts covering EU/LATAM hours. Pay: LKR 85,000–120,000/month (~$285–$400) including premium language allowance; shift allowances for rotational schedules. Salaries are monthly gross in local currency; incentives are paid on top where stated.
What you'll do
- Handle bookings, refunds, and itinerary changes in two languages
- Switch between queues based on demand
- Document bilingual interactions accurately
- Deliver culturally sensitive service in both languages
- Follow client knowledge-base guidance and approved processes on every interaction
- Take part in coaching sessions, quality calibrations, and product refreshers
Minimum requirements
- Professional fluency in Spanish and English (written and spoken)
- Cultural sensitivity
- Flexibility for rotating shifts
- Travel/hospitality background a plus
- Willing to work the schedule described: rotational shifts covering EU/LATAM hours
- Able to pass background, reference, and employment verification checks
- Able to start within an agreed notice period
Nice to have
- Previous BPO or customer-facing experience
- Familiarity with CRM or ticketing tools
- A calm, steady approach under queue pressure
Compensation & benefits
Benefits in Sri Lanka
- EPF and ETF contributions
- Shift and transport allowances where applicable
- Performance-linked incentives
Where this role can lead
- TodayMultilingual Support Agent (English/Spanish)
- Next 1Senior Agent / Subject-Matter Expert
- Next 2Quality Analyst or Trainer
- Next 3Team Leader
Progression depends on performance and open positions.
Hiring process
- 01
Application review
HR reviews your application and résumé against the role requirements.
- 02
Initial screen
A short phone or video conversation about your experience, schedule, and expectations.
- 03
Assessments
Role-relevant tests — for example language, typing, systems, or a practical exercise.
- 04
Interview
A conversation with the hiring manager about the role and how you work.
- 05
Offer & onboarding
Job offer, pre-employment requirements, then training and nesting.
Equal opportunity. Call Wizards is an equal-opportunity employer. We consider all qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, age, disability, marital status, or any other characteristic protected by law.
Reference ID: multilingual-colombo