Position OverviewAs a Call Center Representative, you will be the first point of contact for our customers, playing a crucial role in ensuring their satisfaction. This position requires strong communication skills, quick thinking, and the ability to multitask in a fast\-paced environment while maintaining a professional and empathetic demeanor.Key Responsibilities * Manage a high volume of inbound and, at times, outbound calls, emails, and/or chats in a professional and efficient manner. * Actively listen to customers, identify their needs, and provide appropriate solutions, information, or alternatives. * Follow communication scripts and guidelines when handling different topics to ensure consistent service quality. * Utilize multiple computer programs and CRM systems simultaneously to document all interactions accurately and maintain detailed customer records. * Collaborate with internal teams and escalate complex issues to Tier 2 support or management when necessary to ensure timely resolution. * Meet personal and team qualitative and quantitative targets/Key Performance Indicators (KPIs). Qualifications and Requirements * **Language Proficiency:** Excellent verbal and written communication skills in both English and Spanish (B2/C1 fluency or higher is often required for bilingual roles in Colombia). * **Skills:** Strong problem\-solving abilities, attention to detail, and the capacity to work calmly under pressure. * **Technical:** Proficiency with computers and the ability to learn new call center software and tools quickly; familiarity with CRM systems like Zendesk or Salesforce is a plus. * **Experience:** Previous experience in a call center, customer service, or related field is beneficial, but comprehensive training will be provided. * **Attributes:** A customer\-focused mindset with a high degree of empathy, patience, and a positive, team\-player attitude. * **Flexibility:** Willingness to work a flexible schedule, which may include evenings, weekends, or national holidays, based on operational needs. Job Type: Contract Contract length: 3 months