Customer service representative

Care That Listens. Support That Truly Matters.

Delivering great service isn’t just about answering calls—it’s about showing up with empathy, clarity, and confidence when people need it most. This role puts you at the heart of meaningful customer conversations, where your ability to guide, reassure, and resolve makes a real difference every single day. This opportunity offers structure, stability, and a people-first environment where your time outside work is respected. Support customers with care, grow your confidence in the insurance space, and enjoy a role that values balance, growth, and long-term development.

Job Description

As a Customer Service Representative, you’ll support customers across phone, email, and text by resolving inquiries, explaining insurance options, and guiding them through decisions with empathy. You’ll document interactions accurately, advocate for customers, and help drive satisfaction, retention, and service excellence across every interaction.

Job Overview

Employment Type: Indefinite term type contract
Shift: Day shift, approximately 9:00 AM to 6:00 PM (Weekends Off)
Work Setup: Onsite – Connecta 26, Colombia

Exciting Perks Await!

• 5-day work week
• Fixed 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 in Bogotá and Medellín
• Unlimited upskilling through Emapta Academy courses

The Qualifications We Seek

• 1 to 3 years of customer service experience (phone-based)
• Effective verbal and written communication skills
• Ability to understand customer situations and offer resolution-focused options
• Tenacity and persuasiveness when doing what’s right for the customer
• Self-motivated, eager to learn, and adaptable to change
• Strong multitasking ability while listening, researching, and documenting simultaneously
• Insurance knowledge is preferred

Your Daily Tasks

• Provide expert service and guidance to customers via phone, email, and text
• Ensure correct documents are sent to customers based on their specific situations
• Maintain organized notes and follow consistent processes for all interactions
• Clearly communicate the company’s value proposition to customers
• Meet team goals for productivity, quality, client satisfaction, and policy retention
• Offer additional insurance products when appropriate

Our Expectations of a CSR:

• Save Attempt Every Time: Make a save attempt on every cancellation request
• Customer Holds: Inform customers when placing them on hold and check in every minute
• We Champion Our Customers: Proactively own issues and advocate for clients
• Good, Better, Best: Continuously improve with a growth mindset
• Feedback First: Welcome feedback with curiosity and openness
• One CST: Collaborate as one team across all roles
• Professionalism: Stay calm, empathetic, and professional at all times
• One Call Resolution: Resolve what you can before ending the call
• Accountability: Own every call through to full resolution

About the Client

Making Insurance Simpler, Smarter, and More Human

Our client is a fast-growing health insurance technology company transforming how people shop for and manage coverage. By combining smart digital tools with real human guidance, they help customers make confident insurance decisions without confusion or pressure. Known for innovation, customer advocacy, and rapid growth, our client offers professionals the chance to be part of a modern, purpose-driven organization shaping the future of insurance support.

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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