Guatemala - Customer Service Representative

Role Overview:

The Customer Service Representative is responsible for delivering high-quality support to customers by handling inquiries, resolving issues, and ensuring a positive customer experience. This role serves as a key point of contact between the client and end users, contributing directly to customer satisfaction, retention, and service efficiency.

Key Responsibilities:

Handle inbound and/or outbound customer interactions via phone, email, chat, or other communication channels.
Provide accurate information regarding products, services, policies, and procedures.
Resolve customer issues efficiently while maintaining a professional and empathetic approach.
Escalate complex cases to the appropriate internal teams when required.
Accurately document customer interactions and outcomes in internal systems.
Meet individual and team performance metrics, including quality, productivity, and customer satisfaction.
Follow established processes, scripts, and service guidelines to ensure consistency and compliance.

Requirements: Experience, Education & Skills:

Previous experience in a customer service, call center, or BPO environment (minimum 6 months preferred).
Strong English verbal and written communication skills.
High school diploma or equivalent preferred.
Ability to handle high interaction volumes in a fast-paced environment.
Customer-focused mindset with strong problem-solving skills.
Basic computer proficiency and ability to navigate multiple systems simultaneously.
Availability to work assigned schedules based on operational needs.

Preferred / Nice to Have:

Experience supporting U. S. or international customers.
Bilingual proficiency (English required; Spanish is a plus depending on account).
Familiarity with CRM or ticketing systems.
Experience meeting KPIs related to customer satisfaction and service levels.