Customer Service Associate – Animal Services Operations (WFO, Medellín, Colombia)

If you are exploring call center jobs in Colombia or customer service roles in Medellín that combine responsibility, real-world impact, and long-term stability, this opportunity offers more than routine call handling. Fusion CX is hiring Customer Service Associates to support a fast-paced, operations-driven environment where accuracy, communication, and follow-through directly affect customer outcomes. This role is ideal for professionals in Medellín, Colombia who are comfortable managing high interaction volumes, coordinating across channels, and contributing to services where precision, compliance, and care truly matter.

Job Description:

About the Role

As a Customer Service Associate, you will support customers and business partners through voice and non-voice channels, ensuring professional, courteous, and accurate service before, during, and after each interaction. The role requires strong attention to detail, adherence to operational procedures, and the ability to manage time-sensitive documentation and coordination activities related to animal travel and partner compliance.

Key Responsibilities

• Communicate and interpret customer and partner needs by delivering professional, courteous, and high-quality service across multiple channels, including phone, email, chat, fax, and outbound calls
• Ensure accuracy and confidentiality of all sensitive information, including account details, billing information, payment data, and customer identification
• Adhere strictly to standard operating procedures, guidelines, and account-specific communication policies
• Meet or exceed defined Key Result Areas (KRAs) and Key Performance Indicators (KPIs), including quality assurance, productivity, adherence, call handling time, and customer satisfaction metrics
• Handle inbound and outbound calls as required by operational workflows
• Work rotating shifts, including rotating weekends, in line with business requirements
• Assign and manage daily operational tasks based on departmental needs and workload distribution
• Address and resolve payment-related queries or issues in coordination with internal teams
• Maintain complete and accurate documentation for all interactions and ensure required records are on file before clearing animals for travel
• Consult and coordinate with internal relations or compliance teams when protocol violations are identified with active partners
• Proactively escalate urgent or critical matters to ensure timely resolution
• Communicate effectively with management to support service improvements and enhance partner and customer experience

Responsibilities may evolve based on operational requirements.

Job Requirements:

Education

• Graduation from a recognized institution

Experience & Skills

• Minimum of 2 years of call center or customer service experience
• Excellent written and verbal communication skills
• Strong attention to detail with the ability to manage accurate records and documentation
• Ability to multitask, prioritize workload, and manage high interaction volumes
• Proactive problem-solving skills with escalation awareness
• Ability to clearly articulate concerns, changes, and time-sensitive requirements
• Strong collaboration skills to work effectively with internal teams and management
• Comfortable working in a rotating shift environment, including weekends

Work Mode

• Work From Office (WFO)
• Medellín, Colombia

Why Join Fusion CX?

At Fusion CX, customer service roles are built around accountability, trust, and professional growth. In this Medellín-based position, you will be part of an operation that values clear communication, dependable execution, and teamwork across functions. You will gain hands-on exposure to multi-channel customer support, structured processes, and decision-making that directly influences service quality and customer confidence. For professionals seeking a call center jobs or a stable customer service career in Medellín, Colombia with room to grow, Fusion CX offers consistency, learning, and a work environment where your contribution is visible and valued.