Customer Service Representative

Our client is seeking energetic and empathetic Customer Service Representatives to join their Bogotá support team. You will be the first point of contact for customers, resolving inquiries across voice, email, and chat channels while delivering a consistently excellent customer experience.

Key Responsibilities:
- Handle inbound customer inquiries via phone, email, and live chat professionally and timely
- Resolve product and service issues by clarifying concerns, determining causes, and identifying solutions
- Accurately document all customer interactions in the CRM system
- Escalate complex cases to the appropriate team while maintaining ownership of the customer experience
- Meet individual KPIs including CSAT, average handle time, and first-contact resolution
- Contribute to team knowledge base articles and continuous improvement initiatives

Requirements:
- At least 1 year of customer service experience in a call center or BPO environment
- Experience handling voice, email, and chat channels preferred
- High school diploma required; Bachelor's degree or technical studies is an advantage
- Excellent English communication skills (B2+ level)