Customer Service Representative

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

📋 Description

• Act as the initial point of contact for client/applicant inquiries through phone, email, chat, and the support portal.

• Collect and evaluate information to comprehend issues and deliver effective solutions.

• Investigate, troubleshoot, and resolve issues within the established service level agreements (SLAs).

• Clearly and professionally communicate workarounds, next steps, or escalations.

• Maintain accurate records of all client/applicant interactions and case details.

• Prioritize and manage cases based on their severity and urgency.

• Achieve weekly and monthly customer satisfaction (CSAT) and performance targets.

• Collaborate with and assist all internal teams/products to address complex or escalated issues.

⛳️ Requirements

• A customer-centric approach with strong problem-solving abilities.

• Capability to multitask and maintain organization in a high-volume setting.

• Exceptional verbal and written communication skills (English required; bilingual is a plus).

• Strong time management skills and keen attention to detail.

• Comfort in using software tools; a technical aptitude or interest is preferred.

• Proficiency in G Suite (Gmail, Docs, Sheets, etc.).

• Experience with Salesforce, Zendesk, or other case management systems is an advantage.

• Ability to work independently as well as in a team environment.

• A strong desire to learn, develop, and contribute to the success of the team.

• A minimum commitment of one year to the Customer Service Representative (CSR) role.

🏝️ Benefits

• Health insurance.

• Retirement plans.

• Paid time off.

• Flexible work arrangements.

• Opportunities for professional development.