Agente de Servicio al Cliente | Programa de Inclusión

About the role

We are seeking a Customer Service Agent to join our Inclusion Program. This position focuses on providing exceptional support to our clients while promoting inclusivity in our services. You will play a vital role in enhancing customer experiences and ensuring their needs are met effectively. In this capacity, you will act as the primary link between our organization and the client, ensuring that every interaction reinforces our commitment to accessibility and support. The role demands a high level of ownership over the customer journey, from initial contact to issue resolution. You will be responsible for maintaining a positive brand image through every conversation you have. Success in this position will be measured by your ability to deliver empathetic service while meeting key performance indicators. Your work will directly contribute to the satisfaction and loyalty of our diverse client base.

Key facts

What you'll do

• Orchestrate seamless customer interactions across multiple digital and physical touchpoints, ensuring consistency and excellence in every exchange.
• Diagnose complex client issues by actively listening and asking insightful questions to uncover root causes and deliver precise solutions.
• Champion inclusivity by adapting communication styles and support methods to accommodate diverse client needs and accessibility requirements.
• Leverage analytical thinking to evaluate situations rapidly and implement effective resolutions that align with company policies and client expectations.
• Serve as a knowledgeable resource for products and services, providing accurate information that empowers clients to make informed decisions.
• Monitor and document every interaction meticulously, ensuring that all client data is updated in a secure and organized manner for future reference.
• Collaborate with internal departments to escalate critical issues, acting as a liaison that facilitates swift and coordinated problem-solving.
• Identify recurring themes in customer feedback and proactively suggest improvements that enhance the overall service experience.
• Utilize technology tools with proficiency to navigate systems, retrieve information, and complete transactions with precision and speed.
• Maintain a positive and professional demeanor during high-pressure situations, demonstrating resilience and emotional intelligence at all times.
• Support the broader team by sharing best practices and contributing insights gained from handling diverse client scenarios.
• Ensure compliance with all regulatory and company standards, safeguarding client privacy and data integrity in every interaction.
• Foster a sense of trust and rapport with clients, building long-term relationships that reflect the values of the Inclusion Program.
• Drive continuous personal development by seeking feedback and refining skills to keep pace with evolving customer service landscapes.

Requirements

• Possess a minimum of 1 year of proven experience in customer service or a closely related field that involves direct client interaction.
• Demonstrate fluency in both Spanish and English, with the ability to communicate clearly, professionally, and empathetically in each language.
• Exhibit the capacity to thrive in a fast-paced environment where multiple priorities must be managed simultaneously without compromising quality.
• Show advanced proficiency in using customer service software, ticketing systems, and digital tools that support case management and client tracking.
• Hold legal authorization to work in Colombia, ensuring that all documentation required for employment eligibility is complete and valid.
• Maintain a strong commitment to professionalism, punctuality, and reliability, reflecting integrity in all work-related responsibilities.
• Possess a high school diploma or equivalent educational qualification, with additional training or certifications considered a plus.
• Display a proven track record of resolving customer issues with patience, empathy, and a solution-focused approach.

Nice to have

• Bring experience from the financial sector or familiarity with digital products that require clear communication and user guidance.
• Demonstrate prior exposure to CRM systems, showing an ability to adapt quickly to new platforms and data management tools.

Practical notes

• This position operates during standard business hours in Bogotá, although flexibility may be required to cover peak support times.
• Candidates must be physically present in Bogotá or be willing to relocate to ensure consistent availability for in-person collaboration when necessary.
• No visa sponsorship is provided, so applicants must already possess the right to work in Colombia under current immigration regulations.
• The selection process will include interviews and assessments designed to evaluate both technical competence and cultural fit for the Inclusion Program.
• Successful candidates will undergo an onboarding process that includes training on company policies, tools, and service standards.
• Professional development opportunities, including workshops and certifications, will be made available to support long-term growth within the company.
• Health insurance and other competitive benefits will be extended to full-time employees as part of the comprehensive compensation package.
• Applicants are required to submit their resumes and any relevant documentation by the specified application deadline to be considered for the role.
• The hiring team reviews applications on a rolling basis, so early submission is encouraged to ensure full consideration.
• This role is integral to the continued success of the Inclusion Program, and selected candidates will be expected to uphold the highest standards of service and inclusivity.