Customer Service Associate – Consumer Products Support (WFO)

About the role

Fusion CX is hiring Customer Service Associates for a blended customer support process supporting consumer-facing operations. The role handles inbound customer interactions, resolves issues efficiently and keeps accurate records across systems. It is a full-time, work-from-office position in Medellín, Colombia, in a structured, performance-driven contact center.

Key responsibilities

• Manage a high volume of inbound calls and support tickets efficiently
• Identify customer needs, research issues and provide clear solutions by phone
• Document every customer interaction accurately in the call center database
• Meet individual and team targets such as FRT, CSAT, resolution rates and other KPIs
• Follow standard operating procedures and quality guidelines consistently
• Maintain professionalism, clarity and accuracy in all customer communications

Required profile

• Graduation from a recognized institution
• Prior experience in customer service or contact center operations preferred
• Ability to handle high interaction volumes with consistency and accuracy
• Strong verbal communication and problem-resolution skills
• Comfortable working independently in a work-from-office setup

Required skills

• Comfort with ticketing and customer support systems
• Ability to work in a structured, KPI-driven environment