Customer Service Representative - Omnichannel

About the role

Iterum BPO is seeking Customer Service Representatives to support payment‑related processes, case investigation, and customer requests across multiple communication channels.

Key responsibilities

• Manage back‑office tickets related to payment requests and issues, reviewing and validating the information provided.
• Make outbound calls when necessary to gather information, clarify cases, or follow up on customer requests.
• Investigate cases, analyze information, and identify root causes to determine appropriate resolutions.
• Accurately document each interaction and maintain complete case traceability in the required platforms.

Required profile

• English level B2 or higher.
• At least 1 year of experience in a call‑center environment (back‑office and outbound preferred).
• Full availability Monday‑Friday, 8:00 AM – 6:00 PM.
• Full availability to work 100 % onsite at the office near El Dorado Airport in Bogotá.
• Strong attention to detail and analytical skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple cases and priorities efficiently.
• Good computer and technology skills; HubSpot experience is a plus.

What we offer

• Base salary of COP 2,800,000 plus performance bonuses.
• Fixed‑term contract through 12 January 2027, with possible renewal to an indefinite‑term contract.
• Fully paid training.
• Career growth and professional development opportunities.
• Corporate benefits program, including educational assistance, health and wellness programs, employee discounts, recreational activities, and work‑life balance initiatives.