Customer Service Representative

About the role

The Customer Service Representative will join a dedicated service team to provide professional assistance to customers via phone. The role focuses on handling inquiries, troubleshooting issues, and ensuring high levels of satisfaction while adhering to established procedures and service level agreements.

Key responsibilities

• Act as the first point of contact for customers, delivering timely and accurate responses.
• Answer telephone calls, document inquiries, diagnose issues, and initiate research to resolve problems.
• Process cases through the case management system, managing the full lifecycle of each ticket.
• Follow the assigned schedule to cover operational hours and meet workload commitments.
• Assist employees in navigating internal resources and promote self‑service options.
• Support new processes when officially added to the scope of services.
• Maintain and update SOP documentation and related project materials.
• Comply with all KPI, SLA, and data protection guidelines.

Required profile

• Minimum 1 year experience in a shared service or contact‑center environment.
• High school diploma or equivalent.
• Fluent oral and written English and Spanish (C1 level or higher).
• Ability to work independently in a fast‑paced setting and manage competing priorities.
• Strong critical‑thinking and problem‑solving abilities.
• Excellent interpersonal skills and a positive attitude when collaborating with team members.
• Capability to handle confidential information responsibly.

Required skills

• Proficiency with Microsoft Office tools, including multitasking across applications.