Customer Service Representative (Remote)

About the role

A remote Customer Service Representative handles incoming customer inquiries by phone, email or chat and resolves customer issues quickly and professionally. The work setup is remote, with equipment provided by the company, and the schedule is 8:00 AM to 5:00 PM Colombia Standard Time, Monday to Friday or Tuesday to Saturday, starting as soon as possible.

Key responsibilities

• Respond promptly and professionally to customer inquiries through a maximum of two channels such as phone, email or chat.
• Provide detailed information about products and services to customers.
• Resolve complex customer issues in a timely and efficient way.
• Follow up with customers to make sure their issues are resolved to their satisfaction.
• Document customer interactions accurately in the company's CRM.
• Escalate cases that need higher-level support or management and ensure they are resolved efficiently.
• Manage high-pressure situations professionally and maintain a positive, empathetic attitude.
• Adhere to company policies and meet or exceed performance targets for related KPIs.
• Improve product and process knowledge through training and continuous learning modules.
• Collaborate with other departments as needed and perform other duties as assigned.

Required profile

• 2 years of previous customer service experience, preferably in a call center environment.
• Strong verbal and written communication skills.
• Ability to handle high-pressure situations calmly and professionally.

Required skills

• Knowledge and experience with a CRM is preferred.
• Proficiency with computers and various software applications.
• HubSpot experience is a plus.

What we offer

• Competitive compensation.
• Government-mandated benefits.
• Skills training and opportunities for personal and professional development.