Customer Service Officer – Bogotá

About the role

Blueberry is looking for a proactive Customer Service Officer to join its Bogotá office. You will be the first point of contact for clients, handling inquiries across multiple channels and ensuring every interaction reflects the company’s commitment to quality service.

Key responsibilities

• Respond to client inquiries via email, live chat, and inbound/outbound phone calls with a professional and positive attitude.
• Resolve and document customer complaints, escalating complex issues when necessary.
• Assist clients with platform navigation, account questions, deposits, withdrawals, and trading‑related queries.
• Maintain ticket response times within established SLAs and route queries to the appropriate teams.
• Support staffing, scheduling, and adherence to team work plans.
• Participate in process‑improvement initiatives to enhance the overall customer experience.
• Ensure compliance with privacy, regulatory, and internal policies.
• Provide insights and trend analysis from client interactions to internal stakeholders.
• Achieve daily, weekly, and monthly performance KPIs.

Required profile

• Bachelor’s degree or college education preferred.
• Previous experience in customer service, handling inquiries via live chat, email, or phone.
• Fluent verbal and written English.
• Strong relationship‑building, problem‑solving, and time‑management abilities.
• Detail‑oriented and able to maintain quality in high‑volume environments.
• Collaborative, proactive, and eager to learn.

Required skills

• Experience with CRM software, preferably Hubspot.