Agente de Contact Center en condición de discapacidad

About the role

Cabify is actively seeking a dedicated professional to join our dynamic support team located in the vibrant city of Bogotá. This specific position is designed for a candidate who brings a unique perspective and resilience to our operations. The primary focus of this role is to deliver exceptional, high-quality assistance directly to our diverse user base through a variety of communication channels. You will be instrumental in ensuring that every user inquiry is handled with precision and care to achieve efficient resolution. Success in this position means maintaining the highest standards of service excellence while adhering strictly to established service level agreements. This is a unique opportunity to be a key part of a forward-thinking company that values inclusion and talent. If you are passionate about providing support and problem-solving, this role offers a meaningful platform to contribute significantly.

Key facts

What you'll do

• Orchestrate and manage user inquiries across multiple digital and voice platforms including chat, email, ticketing systems, and voice calls with precision.
• Deliver comprehensive and empathetic support to users, ensuring strict adherence to service level agreements and quality standards.
• Efficiently handle a high volume of internal and external requests, diagnosing issues and implementing effective solutions to guarantee a positive user experience.
• Serve as the primary liaison between Cabify and its users, acting as a knowledgeable representative to resolve complex inquiries and build lasting trust.
• Utilize advanced analytical skills to interpret user needs, troubleshoot technical difficulties, and provide accurate information in a timely manner.
• Proactively identify recurring issues and trends, documenting insights and feedback to contribute to the continuous improvement of support processes.
• Collaborate seamlessly with cross-functional teams, sharing critical information and working together to resolve escalated cases beyond the scope of the contact center.
• Consistently demonstrate professionalism and a positive attitude, even when managing stressful situations and navigating challenging user interactions.
• Leverage internal tools, knowledge bases, and documentation to provide consistent, accurate, and up-to-date information to all users.
• Contribute to the overall health of the support ecosystem by participating in quality assurance initiatives and embracing feedback for personal growth.
• Ensure all interactions, whether via chat, email, or voice, reflect the core values and brand promise of Cabify in every communication.
• Take ownership of cases from initial contact to final resolution, ensuring user satisfaction is achieved and documented effectively.

Requirements

• Must be a person with a disability, as this role is specifically created to promote the inclusion and professional development of talent within this community.
• Academic background must include at least a High school diploma, a technical degree, a technologist qualification, or proof of enrollment in a current virtual student program.
• You must possess a minimum of 8 months of verifiable experience in contact center customer service, demonstrating a solid understanding of handling calls, managing chats, processing emails, and resolving tickets.
• It is essential that you exhibit a high level of proficiency in communicating effectively and professionally in Spanish, as this is the primary language for all user interactions.
• You must be physically located in and available to work from the designated office space in Bogotá, as the role requires a fully on-site engagement.
• Demonstrated ability to operate a computer and navigate various software applications, including standard office programs and specific ticketing platforms, is mandatory.
• A strong sense of responsibility and reliability is required to manage your schedule and meet all operational shifts and deadlines without supervision.
• You must be willing to comply with all company policies, security protocols, and data protection regulations to ensure a safe and professional work environment.

Nice to have

Cabify highly values candidates who bring a customer-centric mindset and a natural aptitude for delivering service with empathy and patience. Previous experience in fast-paced environments or roles requiring multitasking is considered a significant advantage. Familiarity with basic technical troubleshooting concepts or a background in technology-related studies is also viewed favorably. A proactive attitude toward learning new tools and methodologies will help you excel in this dynamic role.

Practical notes

The compensation for this position is aligned with the national standards, offering the Minimum legal monthly wage (SMLV) plus statutory benefits, variable pay incentives, and additional company perks. Your schedule will operate on a rotating basis from Sunday to Sunday, which requires flexibility to cover peak business hours. To ensure adequate rest and recovery, the schedule includes one compensatory day off during the week or weekend, the timing of which will be determined based on operational demands. This is an on-site role, meaning that presence at the designated office location in Bogotá is mandatory for the duration of your employment. The role does not require any international travel or visa sponsorship at this time.