Customer Service Representative

Colombia. Costa Rica. Mexico. Brazil. Argentina, U.S. client business hoursFull-TimeMiddle

Salary not disclosed

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Job Details

1–2 years in customer service, call center, or support roles
Experience with at least one ticketing platform (Zendesk, Freshdesk, Salesforce Service Cloud)
Strong typing and multitasking skills
Proficiency with Microsoft Office/Google Workspace
Patient, empathetic, and solutions-focused
Excellent written and verbal communication skills
Comfortable managing high-volume workloads while maintaining quality
Resilient under pressure and adaptable across industries

Handle 50–100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout
Respond to inquiries across channels (phone, email, live chat, social media)
Resolve issues on the first touch whenever possible; escalate complex cases to Tier 2 or technical teams
Update internal knowledge bases and FAQs with common solutions
Create and maintain response macros and templates to improve efficiency
Prioritize cases by urgency and SLA requirements
Document all interactions in the ticketing system with complete notes
Track and monitor open tickets to ensure closure within SLA
Maintain professional, empathetic communication in all interactions
Capture customer sentiment (CSAT, NPS surveys) and log feedback
Identify recurring issues and flag trends to product/support leadership
Partner with product, operations, and engineering to resolve complex issues
Provide customer insights to inform product improvements
Ensure support interactions meet company standards for privacy (GDPR, HIPAA if relevant)
Maintain confidentiality when handling sensitive data

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