Customer Experience Representative

Description

Job Summary: WeiBook is seeking a Customer Experience Representative to provide timely and effective support, handling requests, inquiries, and complaints to ensure a positive customer experience. Key Highlights: 1. Opportunity in beauty software in Latin America 2. Dynamic and collaborative environment with professional growth 3. Continuous training on products and customer service Are you passionate about delivering memorable customer experiences and finding effective solutions? This opportunity is for you! At WeiBook—the software digitizing the beauty industry across Latin America—we are looking for an organized, proactive, and detail-oriented individual to join our team as a Customer Experience Representative. We seek an empathetic, solution-oriented, and service-focused person with strong communication skills and a commitment to customer retention. What will be your mission? To provide timely and effective support for customer requests, inquiries, and complaints via multiple channels—primarily chat—ensuring a positive experience and adherence to service and satisfaction metrics. Main Responsibilities Handle requests, inquiries, and complaints through channels such as WhatsApp, chatbot, video calls, and email. Validate supporting documents and evidence submitted by customers. Analyze cases and determine appropriate solutions in accordance with established policies and guidelines. Create and escalate tickets to the Tech team based on priority and requirements. Log and categorize interactions in the CRM. Execute customer retention and loyalty strategies. Offer service improvements, upgrades, or activations according to active campaigns. Report general issues or outages affecting service. Requirements Technical degree or university student from the sixth semester onward in administrative or related fields. English proficiency level A2 or B1. Minimum 1 year of experience in customer service, customer support, or customer experience. Preferred experience in financial services, telecommunications, mobile applications, or startups. Basic to intermediate proficiency in Microsoft Office. Familiarity with CRM systems, Microsoft Teams, Slack, Outlook, or Gmail. We are looking for someone with: Excellent verbal and written communication skills. Empathy and customer orientation. Analytical ability and problem-solving skills. Skill in assertively managing difficult situations. Proactivity and results orientation. Teamwork and adaptability. Performance Metrics You will work towards achieving key performance indicators such as: SLA FRT ART AHT NPS What We Offer? Job stability. Dynamic and collaborative work environment. Learning and growth opportunities. Ongoing training on products, platforms, and customer service. Work Modality: On-site Schedule: Rotating shifts, Sunday to Sunday Contract Type: Indefinite-term Salary: $1,750,905 COP + Transportation subsidy $249,095 COP Commissions: After the first three months and upon KPI achievement. If you are passionate about helping people and creating positive experiences, we want to meet you! . -Requirements- Minimum education: University / Technical degree 2 years of experience Languages: English Knowledge: Advisory capacity, Communication, Written communication, Verbal communication, Empathy, Proactivity, Problem solving, Results orientation, Organization, Spelling, Customer service, Case resolution Keywords: demonstrator, fair representative, traveling salesperson, agent, representative, agente, representante