Assistente de Customer Experience supporting implementation of new clients at Edify. Focused on clarity and organization during onboarding and client transitions.
About the role
- Bilingual Customer Service Agent managing customer inquiries during weekends for Axented. Supporting users via phone, chat, and email with empathy and problem-solving skills.
Responsibilities
- Gestionar interacciones entrantes y salientes de clientes a través de teléfono, chat, correo electrónico y WhatsApp.
- Realizar resolución de problemas paso a paso, identificar causas raíz y proporcionar soluciones claras.
- Utilizar preguntas de sondeo para obtener información precisa y acelerar la resolución de casos.
- Brindar soporte a los usuarios en acceso a cuentas, funcionalidad de la app, flujos de remesas, uso de tarjetas y verificación de identidad.
- Documentar todos los casos de forma clara y precisa en el sistema CRM.
- Escalar problemas complejos a los equipos de Producto, TI o Riesgo siguiendo los flujos de trabajo establecidos.
- Mantener altos estándares de servicio al cliente, empatía, precisión y profesionalismo.
- Señalar problemas recurrentes para ayudar a identificar bugs, ineficiencias o mejoras de proceso.
- Cumplir con los KPI relacionados con calidad, productividad, adherencia y satisfacción del cliente.
- Cumplir con la puntualidad, asistencia y políticas internas del Contact Center.
Requirements
- Mínimo 3 años de experiencia verificable en atención al cliente o roles de centro de contacto.
- Bilingüe inglés–español, escrito y hablado (se requiere prueba).
- Fuertes habilidades de resolución de problemas y troubleshooting.
- Experiencia comprobada usando sistemas softphone (ej. Five9, Dialpad, Talkdesk, Zendesk Voice, Aircall, RingCentral, Avaya, etc.).
- Capacidad para hacer preguntas de sondeo dirigidas para diagnosticar problemas.
- Sólidas habilidades de servicio al cliente, incluyendo resolución de conflictos y comunicación empática.
- Excelente escucha activa y habilidades de comunicación.
- Experiencia trabajando con herramientas CRM (HubSpot, Zendesk, Salesforce, Freshdesk, etc.).
- Contar con equipo de cómputo propio y conexión a internet confiable.
- Alto nivel de responsabilidad, disciplina y compromiso.
- Nice to have: Experiencia en fintech o servicios financieros digitales.
- Nice to have: Familiaridad con flujos de KYC, pagos o prevención de fraude.
- Nice to have: Conocimiento de marcos de QA y evaluación de calidad de llamadas.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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