Customer Service Representative - (BAQ, MED & BOG)

The Customer Service Representative is responsible for delivering high-quality support to customers by handling inquiries, resolving issues, and ensuring a positive customer experience. This role serves as a key point of contact between the client and end users, contributing directly to customer satisfaction, retention, and service efficiency.

Key Responsibilities:

• Handle inbound and/or outbound customer interactions via phone, email, chat, or other communication channels.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer issues efficiently while maintaining a professional and empathetic approach.
• Escalate complex cases to the appropriate internal teams when required.
• Accurately document customer interactions and outcomes in internal systems.
• Meet individual and team performance metrics, including quality, productivity, and customer satisfaction.
• Follow established processes, scripts, and service guidelines to ensure consistency and compliance.

• Previous experience in a customer service, call center, or BPO environment (minimum 6 months preferred).
• Strong English verbal and written communication skills.
• High school diploma or equivalent preferred.
• Ability to handle high interaction volumes in a fast-paced environment.
• Customer-focused mindset with strong problem-solving skills.
• Basic computer proficiency and ability to navigate multiple systems simultaneously.
• Availability to work assigned schedules based on operational needs.

• Experience supporting U.S. or international customers.
• Bilingual proficiency (English required; Spanish is a plus depending on account).
• Familiarity with CRM or ticketing systems.
• Experience meeting KPIs related to customer satisfaction and service levels.