Customer Service Representative II

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

📋 Description

• Address customer inquiries swiftly and professionally through a maximum of two communication channels, including phone, email, or chat.

• Offer comprehensive information regarding products and services to customers.

• Resolve intricate customer issues promptly and efficiently.

• Conduct follow-ups with customers to confirm their issues have been satisfactorily addressed.

• Accurately document customer interactions in the organization’s CRM system.

• Manage cases that require escalation to higher-tier support or management, ensuring effective resolution.

• Navigate high-pressure scenarios while upholding professionalism and composure.

• Comply with company policies and procedures.

• Achieve or surpass performance targets related to key performance indicators (KPIs).

• Enhance knowledge of products, services, and processes through training programs and ongoing learning modules.

• Collaborate with other departments as necessary to resolve customer concerns.

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

• Perform additional duties as assigned.

⛳️ Requirements

• A minimum of 2 years of prior customer service experience, ideally in a call center setting.

• Excellent communication skills, both verbal and written.

• Familiarity and experience with a CRM system.

• Proficient in computer usage and various software applications.

• Strong problem-solving abilities.

• Keen attention to detail.

• Native-level English communication skills accompanied by a native English accent.

• Experience or knowledge of Shopify, Aircall, Gorgias, Signifyd, CSI, NetSuite, or Ninja is advantageous.

🏝️ Benefits

• Equipment provided by the company.

• Competitive salary package.

• Benefits mandated by the government.

• Opportunities for skills training and personal as well as professional development.

• Experience endless fun to facilitate unlimited growth.