Bilingual Customer Support Specialist

About the role

As a Customer Support Specialist you will be the friendly expert customers rely on to navigate their electricity and natural‑gas services. Working from our Medellín office you’ll handle inquiries via phone, email, chat and text, delivering empathetic and accurate assistance while supporting our sustainability mission.

Key responsibilities

• Handle inbound and outbound interactions across multiple channels, providing efficient support.
• Engage proactively with customers considering cancellation, explore alternatives and retain service.
• Identify cross‑sell and upsell opportunities that match customer needs.
• Partner with the Quality Control team to review call recordings, verify enrollments and submit detailed feedback.
• Collaborate with teammates, escalate issues, share insights and contribute to team goals.
• Take on ad‑hoc tasks and projects within the fast‑moving retail energy division.

Required profile

• 2+ years of customer‑support experience, preferably in a phone‑centric, retention‑focused role.
• Fluent in English (spoken and written) and comfortable using software tools and systems.
• Highly reliable, organized, process‑oriented and able to follow detailed instructions.
• Strong problem‑solving skills with the ability to diffuse challenging situations with patience and empathy.
• Proactive communicator who asks questions, gives feedback and escalates when appropriate.

What we offer

• Stable Monday‑Friday schedule with no weekends or rotating shifts.
• Permanent (indefinite‑term) contract.
• Weekly English classes (2 hours) to support professional growth.
• Company‑paid parking and discounted gym membership.
• Snacks and beverages provided in the office.