Customer Service Officer

About the role

Blueberry is seeking a proactive Customer Service Officer to be the first point of contact for clients in its Bogotá office. You will handle inquiries across phone, email and live‑chat, ensuring every interaction reflects the company’s commitment to quality and trust.

Key responsibilities

• Respond to client inquiries via email, live chat, inbound and outbound calls with a professional and positive attitude.
• Resolve and document customer complaints, escalating complex cases when necessary.
• Assist clients with platform navigation, account questions, deposits, withdrawals and trading queries.
• Maintain ticket response times within defined SLAs and route queries to the appropriate teams.
• Support staffing, scheduling and adherence to work plans for the service team.
• 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.
• 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.
• Additional experience in financial services, banking or trading is a plus.

Required skills

• Hubspot (CRM) or similar CRM platform.