Customer Service Representative

About the role

The Customer Service Representative will join a dedicated service team to handle inbound inquiries, resolve issues, and ensure a high level of customer satisfaction. This position involves direct interaction with employees and customers via telephone, providing timely and accurate assistance while adhering to established procedures.

Key responsibilities

• Act as the first point of contact for customers, responding promptly to questions and requests.
• Document all inquiries and resolutions in the case management system, managing each case through its full lifecycle.
• Diagnose issues, conduct necessary research, and initiate resolutions in a timely manner.
• Support employees in navigating internal resources and promote self‑service options.
• Maintain and update standard operating procedures and related documentation.
• Comply with scheduled hours, service level agreements, and KPI targets.
• Handle confidential personal data in accordance with company policies.

Required profile

• Minimum 1 year experience in a shared service or contact‑center environment.
• Bilingual proficiency in English and Spanish (C1 level or higher, 90 %+ oral and written).
• High school diploma or equivalent.
• Ability to work independently in a fast‑paced setting and manage competing priorities.
• Strong critical‑thinking and problem‑solving abilities.
• Excellent interpersonal and communication skills.

Required skills

• Proficiency with Microsoft Office applications.