CSR Supervisor

Lead the Frontline of Customer Trust

If you thrive on guiding people, shaping customer experiences, and still having time for life outside work, this role delivers balance and purpose. Step into a leadership path where your voice matters, your schedule respects your time, and your impact is felt every day—without sacrificing weekends or personal priorities.

Job Description

As a CSR Supervisor, you will oversee frontline customer interactions, ensure high-quality service delivery, and support customers through applications, inquiries, and issue resolution. You’ll combine leadership, empathy, and operational focus to keep customer experiences seamless while supporting team performance.

Job Overview

Employment type: Indefinite term type contract
Shift: Day shift (CO Time: 08:30 AM – 07:30 PM, 8-hour shifts with overlap), Monday to Friday
Work setup: Onsite – Bogotá, Colombia

Exciting Perks Await!

• 5 days work week
• Weekends off
• 20 vacation days in total
• Prepaid medicine
• Fully-customized Emapta laptop and peripherals
• Indefinite term type contract
• Direct exposure to our clients
• Career growth opportunities
• Diverse and supportive work environment
• Prime office locations – Bogotá and Medellín
• Unlimited upskilling through Emapta Academy courses

The Qualifications We Seek
Ideal Candidate Profile:

• Committed to delivering an exceptional customer experience with a professional and friendly demeanor
• Open to feedback and willing to learn
• Capable of meeting goals and deadlines in a fast-paced environment while demonstrating efficiency and flexibility

Requirements:

• High school diploma or equivalent
• 5+ years of experience
• Strong organizational, communication, and decision-making skills
• Proficient computer skills, including Microsoft Outlook and Excel
• Professional telephone etiquette
• Prior call center experience is beneficial
• Bilingual in Spanish is preferred but not required
• Ability to work effectively in a team-oriented environment
• Strong problem-solving skills and attention to detail
• Consistent attendance and punctuality

Your Daily Tasks

• Listen to customer needs and concerns while demonstrating empathy
• Resolve issues by clarifying problems, researching solutions, and implementing appropriate actions
• Process requests by gathering necessary information and completing transactions
• Identify opportunities to promote service and explain products
• Maintain accurate records in the call center database
• Collaborate with team members to ensure timely resolution of customer requests
• Stay updated on job knowledge through educational opportunities
• Perform all additional duties as assigned

About the Client

Our client operates at the intersection of service, technology, and customer trust. Known for delivering straightforward, customer-focused solutions, they support individuals and businesses through responsive service models built on clarity, reliability, and care. Their teams value consistency, accountability, and long-term relationships—creating an environment where service leaders can grow alongside a stable, customer-driven organization.

Welcome to Emapta Colombia!

At Emapta, you're not just joining an industry-leading outsourcing provider; you're becoming part of a community that celebrates the rich cultural tapestry of Colombia. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 1,000 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.

Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities, all at your fingertips. Emapta isn't just a company; it's a community that values the balance between work and life. Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America.

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