Customer Service Associate – English – Commercial Retail

Fluent English speakers in Medellin or beyond, here is an opportunity to elevate your career in the customer service industry. Multiple positions are open for customer service associates proficient in English in the Medellin team. The role demands you to provide exceptional multichannel or omnichannel service to clients or final consumers. In this position, you will be responsible for understanding and promptly meeting client needs while completing tasks assigned by the client. Meeting all key performance metrics, objectives, and specific business tasks the client sets is crucial. As a Customer Service Associate, you will serve as the face of the client across all communication channels, ensuring seamless interaction with clients or end consumers in line with the operational processes of the account. If you’re looking to kickstart or advance your career in customer service with a leading global customer CX leader, apply today!

Job Description

Key responsibilities assigned to the Customer Service Associate (English) in Medellin:

• Communicate with clients professionally and courteously, interpreting their needs before, during, and after interactions through various phone, mail, and chat channels.
• Ensure the accuracy and confidentiality of all client-related information, including account details, credit card information, billing information, and customer identification.
• Adhere to the standard procedures, guidelines, and specific account policies regarding client interaction and communication.
• Meet or exceed Key Responsibility Areas (KRAs) and Key Performance Indicators (KPIs) set by the client, which may include assistance and adherence, quality assurance (QA), sales/conversion rates, productivity, call management time, and/or Customer Satisfaction (CSAT)/Customer Service Index (CSI).
• Engage with clients and perform tasks to enhance the customer experience, including providing appropriate resolutions, monitoring customer responsibilities, and maintaining interaction records in the provided system.
• Process customer accounts and verify/validate client files/documents to ensure customer commitment.
• Actively listen to and address client concerns, identifying opportunities for process improvements.
• Generate and submit required reports as specified by the account and/or immediate supervisor.
• Collaborate with supervisors to identify learning opportunities, career paths, and professional development for growth.
• Maintain professional communication with clients in the assigned language.

Job Requirements

Essential qualifications, qualities, and experience required for the role of Customer Service Associate (English) in Medellin:

• High school diploma or equivalent.
• Minimum age of 18 years.
• Excellent written and verbal communication skills with attention to detail.
• Ability to adapt communication style to various audiences and multitask effectively.
• Adaptability to changes in a fast-paced work environment.
• Demonstrated phone etiquette skills and a friendly, pleasant demeanor.
• Computer proficiency, including internet usage and basic Office programs are required for this customer service role.
• Willingness to learn customized in-house systems.
• Availability to work varying shifts or hours based on park hours, including opening and closing shifts/weekends.
• Minimum of 6 months experience in a fast-paced call center environment.
• Minimum of 6 months sales experience.

Why Join Fusion CX:

Fusion CX offers a vibrant and fulfilling journey and a highly rewarding career path in the customer service industry. As part of our team, you’ll engage with clients across multiple channels: experienced world-class training, expertise, and an inclusive environment inducing growth and innovation in a team and individual. Joining Fusion CX means stepping into a dynamic and rewarding environment where your skills and talents are valued, your potential is fully developed, and you grow with us. Join us as a customer service associate fluent in English in Medellin and move your career to the next level!