Customer Service Representative

Customer Support Representative (English/Spanish) | 100% On-site - Peru, Lima, San Isidro

Position Overview

We are seeking a Customer Support Representative to provide exceptional support to customers using digital point-of-care solutions. In this role, you will serve as the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive customer experience across multiple communication channels. The ideal candidate is customer-focused, bilingual in English and Spanish, and thrives in a fast-paced environment.

Key Responsibilities

• Manage customer interactions through inbound calls, emails, chat, webforms, and callbacks.
• Provide accurate and timely information regarding products, services, and processes.
• Investigate and resolve customer concerns while ensuring high levels of satisfaction.
• Handle escalated cases from customers and internal stakeholders, including Proctors.
• De-escalate sensitive or challenging situations using empathy and problem-solving skills.
• Maintain detailed and accurate customer records and case documentation.
• Collaborate with team members to improve service quality and operational efficiency.
• Safeguard confidential customer information and comply with all privacy and data security standards.
• Meet quality, productivity, and customer satisfaction targets.

Required Qualifications

• Minimum 1 year of Customer Service experience .
• Experience working in high-volume customer-facing environments is preferred.
• Experience with data entry and handling multiple tasks simultaneously.

Language Requirements

• Advanced English (C1 level or higher) with strong verbal communication and pronunciation.
• Fluent Spanish communication skills, both written and verbal.

Technical Skills

• Proficiency using Microsoft Windows applications and internet browsers.
• Strong typing, data entry, and written communication skills.
• Ability to navigate multiple systems and databases efficiently.

Core Competencies

• Customer-centric mindset.
• Strong interpersonal and communication skills.
• Empathy and professionalism when handling sensitive situations.
• Conflict resolution and de-escalation abilities.
• Critical thinking and problem-solving skills.
• Attention to detail and accuracy.
• Adaptability in fast-paced environments.
• Teamwork and collaboration.

Work Schedule

• Rotating schedule based on operational needs.
• Availability required between 8:00 AM and 12:00 AM CST .
• Schedules and days off may rotate.
• Operation runs 365 days per year , including U.S. and Peruvian holidays.

Training Schedule

1 Week Training

• Monday to Friday
• 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM

Location

San Isidro, Lima, Peru

• 100% On-site. Av. Juan de Arona 780, San Isidro, Lima, Perú