Customer Service Agent

Summary

Join our team as a detail-oriented and solution-driven customer service professional! You will manage customer inquiries across various digital channels, prioritize tasks effectively, and identify process improvement opportunities. Your responsibilities include collaborating with cross-functional teams, documenting internal procedures, and escalating complex cases. Strong written communication skills in Spanish and English are essential, along with proficiency in helpdesk and CRM systems. This role offers a remote work opportunity from Colombia, with benefits including 15 days of vacation and participation in the Affordable Connectivity Program. We are seeking someone with a proactive attitude and a passion for enhancing the customer experience.

Requirements

• Minimum 6 months of experience in Customer Service, preferably in digital environments or online platforms
• Strong written communication skills with excellent grammar and spelling (Spanish native level + advanced English)
• High attention to detail and accuracy in task execution
• Proficiency with helpdesk platforms (e.g., Zendesk, Freshdesk) and CRM systems
• Ability to work independently and manage priorities in a fast-paced environment
• Customer-oriented mindset with problem-solving skills and accountability

Responsibilities

• Manage customer inquiries through tickets and digital channels with accuracy, professionalism, and a strong service mindset
• Prioritize tasks based on urgency and impact, ensuring timely resolution in line with team SLAs
• Identify recurring issues and trends, and share structured feedback with the Knowledge, QA, and Product teams
• Contribute to the documentation and improvement of internal procedures, workflows, and FAQs
• Escalate complex cases following established protocols while maintaining full traceability
• Ensure the quality and consistency of every interaction to drive customer satisfaction and loyalty
• Collaborate in onboarding and mentoring efforts by helping document key processes and use cases
• Support cross-functional initiatives aimed at improving the customer journey from a backend perspective

Preferred Qualifications

• Experience handling asynchronous communication channels (email, web forms, ticketing systems)
• Familiarity with tools such as Looker, Power BI, or any other data/automation platforms
• Previous involvement in backoffice processes, quality control, or knowledge management
• Multilingual skills (especially French, German or Italian)

Benefits

• 15 days of vacation
• Remote work to help you balance between work and your personal life
• Affordable Connectivity Program