Customer Service Associate – Wellness Tech – Customer Support (WFO, Colombia)

If you are exploring customer service jobs in Colombia and are looking for a professional, work-from-office opportunity, Fusion CX is hiring Customer Service Associates to support customers across multiple interaction channels. This role is designed for candidates who value structured processes, service quality, and consistent performance in a contact center environment. This opportunity is ideal for professionals seeking contact centre jobs in Colombia, customer support roles, or customer service associate positions within a stable, performance-driven organisation.

Job Description:

About the Role

As a Customer Service Associate, you will communicate with customers in a professional, courteous, and service-oriented manner, both before and after each interaction. Depending on operational requirements, you will handle customer interactions through phone, email, and chat, ensuring accuracy, confidentiality, and adherence to defined procedures. This is a full-time, work-from-office role based in Colombia.

Key Responsibilities

• Communicate with customers professionally and courteously across assigned channels, including phone, email, and chat (as applicable)
• Accurately interpret customer needs and provide appropriate resolutions aligned with standard operating procedures
• Ensure the accuracy, confidentiality, and protection of all customer information, including account, billing, and identification data
• Adhere strictly to operational procedures, quality guidelines, and account-specific policies
• Meet or exceed defined Key Responsibility Areas (KRAs) and Key Performance Indicators (KPIs), including quality, productivity, and customer satisfaction
• Maintain complete and accurate records of all customer interactions in approved systems
• Process customer accounts and validate customer files and documentation as required
• Identify opportunities to improve processes and enhance the customer experience
• Actively listen to customers, demonstrate empathy, and maintain a professional conversation throughout each interaction
• Collaborate with supervisors on reporting, learning opportunities, and performance improvement
• Prepare and submit required reports as defined by the process or immediate supervisor

Responsibilities may evolve based on business and operational requirements.

Job Requirements:

Education

• Graduation from a recognized institution

Experience & Skills

• Prior experience in customer service, contact center, or customer support roles preferred
• Ability to handle multi-channel customer interactions with clarity and professionalism
• Strong attention to detail and documentation accuracy
• Understanding of customer confidentiality and data protection requirements
• Ability to meet defined performance metrics related to quality, productivity, and customer satisfaction
• Strong listening, communication, and problem-solving skills
• Ability to work in a structured, work-from-office environment

Work Mode

• Work From Office (WFO)
• Location: Colombia

Why Join Fusion CX?

Fusion CX offers structured customer service jobs in Colombia within a professional contact center environment. Employees benefit from clearly defined processes, consistent performance expectations, and opportunities to build long-term careers in customer support operations. Fusion CX values accountability, service quality, and steady professional growth.