Customer Service Representative

This is a fully remote position, open to applicants in Puerto Rico.

📋 Description

• Assist in transferring calls among patients, pharmacies, and doctors.

• Develop comprehensive knowledge of the product, understanding all its operational specifics.

• Deliver first-level support to customers through email and/or chat promptly and professionally.

• Respond to customer inquiries, troubleshoot issues, and guide users through fundamental resolution steps.

• Maintain a positive, empathetic, and professional demeanor towards customers consistently.

• Create, update, or modify customer accounts by accurately documenting personal information.

• Collaborate with team members and management to share best practices and insights regarding job responsibilities.

• Record and monitor customer interactions, issues, and resolutions using CRM systems, online tools, and cloud platforms.

• Prepare and process information for auditing and reporting needs.

• Update both internal and customer-facing knowledge bases.

• Transform client feedback into feature requests for product development.

• Escalate unresolved issues to Tier 2 support or the appropriate departments while ensuring case ownership until resolution.

• Clearly convey technical information to users without a technical background.

• Keep abreast of product knowledge and articulate features, functionalities, and common troubleshooting methods.

• Adapt well to a fast-paced, dynamic environment with frequent changes.

• Willingness to work all shifts as required by the business.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Over 1 year of customer service experience in a fast-paced setting.

• Bilingual proficiency in Spanish (C1) and English (C1).

🏝️ Benefits

• Work from home flexibility.

• Provision of computer equipment.

• Positive company culture.

• Opportunities for growth and advancement.