JOB DESCRIPTION

Customer Experience Specialist (Spanish)

Location: Cali, Colombia
Work Modality: On-site
Employment Type: Full-Time
Department: Customer Experience
English Level: B1 – Intermediate
Monthly Salary: USD $600 – $625

Job Summary

The Customer Experience Specialist (Spanish) is responsible for providing professional, efficient, and timely customer service, managing customer inquiries, requests, activations, payments, complaints, and other matters related to the company’s products and services.

This position requires strong customer orientation, effective communication, problem-solving skills, teamwork, and compliance with established procedures, KPIs, and performance metrics.

Requirements

• B1 English Level (Intermediate).

• Excellent verbal and written communication skills in Spanish.

• Previous experience in Customer Service, Customer Experience, Contact Center, or related positions is preferred.

• Strong customer service and customer satisfaction orientation.

• Effective communication, active listening, and problem-solving skills.

• Ability to manage multiple customer requests efficiently and in a timely manner.

• Ability to properly handle confidential information.

• Strong teamwork and coordination skills.

• Results-oriented and able to meet established KPIs and performance metrics.

• Availability to work 100% on-site in Cali, Colombia.

Responsibilities – Customer Service

a) Manage databases according to established requirements and objectives.
b) Support the maintenance and proper functioning of the service.
c) Register and process confidential customer information, including payments and the creation of new accounts.
d) Support service operations by handling assigned calls.
e) Serve as a Customer Service Agent for MDU and L&I, handling calls, activations, and back-office processes.
f) Maintain an empathetic, respectful, and professional attitude toward customers at all times.
g) Respond promptly to customer inquiries and requests.
h) Communicate with customers through the different channels established by the company.
i) Identify, manage, and resolve customer complaints.
j) Maintain comprehensive knowledge of the company’s products and services to provide customers with clear and accurate information.
k) Process orders, forms, requests, and customer inquiries.
l) Maintain accurate and updated records of customer interactions, transactions, comments, and complaints.
m) Communicate and coordinate effectively with team members whenever necessary.
n) Provide information that contributes to evaluating and improving the effectiveness of the customer service process.
o) Ensure customer satisfaction by providing professional, efficient, and service-oriented assistance.
p) Record all relevant notes and track calls in the corresponding systems.
q) Perform required escalations in a timely manner and in accordance with established procedures.
r) Meet all KPIs and performance metrics established for the Customer Experience Department.
s) Follow established call-handling guidelines, avoiding unjustified call disconnections or excessive hold times and complying with established metrics.

Responsibilities – Sales Support

t) Contact potential customers by phone, email, and other authorized communication channels.
u) Review and manage assigned lists of potential customers.
v) Use product and service knowledge to present solutions that the company can offer based on customer needs.
w) Promote and sell additional products or services when appropriate, identifying sales opportunities during customer interactions.

Key Competencies

Customer Orientation | Effective Communication | Empathy | Problem Solving | Teamwork | Organization | Results Orientation | Attention to Detail | Adaptability | KPI Compliance