Customer Service Representative

About the role

Emapta is hiring a Customer Service Representative for its client, a US-based manufacturer and distributor of health, wellness and lifestyle products. The role provides responsive phone, email and chat support, manages customer records and resolves service issues. It is an indefinite-term type contract, day shift with weekends off, onsite in Bogotá.

Key responsibilities

• Answer customer inquiries by email, phone and chat while meeting communication targets.
• Troubleshoot customer concerns and process returns, replacements and manual orders.
• Investigate shipment claims and follow up until resolved.
• Help customers with product usage and basic technical issues.
• Complete system tasks such as SLX updates, account creation and payments.
• Maintain accurate customer records and submit weekly performance reports.
• Collaborate with colleagues and other departments and carry out other administrative tasks assigned.

Required profile

• More than 1 year of experience in a call center or customer service role, preferred.
• Experience in a fast-paced, multitasking environment is an advantage.
• Non-exempt work: accurate recording of hours, strict adherence to scheduled hours, approved overtime and compliance with meal and rest breaks.
• Flexibility to change work location and schedule according to business needs.

Required skills

• Basic proficiency in Microsoft Office (Excel, Outlook, Word) or similar systems.
• Attention to detail, accuracy in data entry and document tracking.
• Written and verbal communication, organization and time management.
• Problem-solving and ability to make outbound calls and follow-ups.

What we offer

• Five-day work week with weekends off and 20 vacation days.
• Prepaid medicine and a fully customized laptop and peripherals.
• Career growth and training through Emapta Academy.
• Diverse, supportive environment in Bogotá and Medellín.