Customer Service Representative

Description

Job Summary: We are seeking a Customer Service Representative to manage cross-selling, customer support, technical assistance, and retention for a telecommunications campaign. Key Highlights: 1. Opportunity to work with iconic global brands 2. Drive digital transformation and optimize key operations 3. Generate new business, talent, and customer opportunities **Contract Type:** Brick and Mortar **Location:** Bogotá \- Bogota **Date Published:** 05\-27\-2026 **Job ID:** REF42901Y Company Description: **Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.** For business leaders, these are critical success factors. For us, they are the core of our expertise. We partner with iconic global brands, delivering a unique value proposition grounded in market-leading technology and excellence in business processes. We have developed over 200 unique innovations, backed by multiple patents in artificial intelligence and other critical technologies. Through our advanced platforms and solutions, we drive digital transformation, optimize key operations, reinvent experiences, and develop new solutions—all delivered under a comprehensive “as a service” model. For every organization, we generate new opportunities for its business, talent, and customers. We adapt proven, agile methodologies to its DNA, integrating human expertise with artificial intelligence to create true digital synergy. This unlocks new capabilities, delivers transformative outcomes, and builds sustainable relationships over time. **Sutherland** *Driving digital performance. Delivering measurable results.* Job Description: We are seeking a Customer Service Representative responsible for managing cross-selling, customer support, basic technical assistance, and customer retention for a telecommunications campaign, in accordance with client guidelines. **Responsibilities:** * Answer incoming calls to address customer inquiries * Maintain key quality, productivity, and SLA metrics * Provide basic technical support information to customers * Deliver product and service information * Assist with customer service activities such as renewals, refunds, and similar requests * Handle objections and proactively pursue customer retention * Transfer calls to the appropriate department when required Qualifications: **Required:** Completed high school diploma Minimum **6 months of call center experience** (Mandatory) * 24/7 availability (rotating shifts with two consecutive days off). Physical government-issued ID (CC, Passport, or Driver’s License) Excellent verbal and written communication skills Ability to multitask and operate multiple systems simultaneously Active listening and customer comprehension skills Logical thinking for analysis and problem resolution * ️ Basic proficiency with technological tools (CRM, email, internal systems) **Competencies:** **Communication:** Clear, professional, and effective expression **Empathy:** Understanding and responding to customer needs ✅ **Accountability:** Ownership of cases through resolution * **Time Management:** Organization and adherence to goals and SLAs **Problem Solving:** Efficient identification and resolution of issues **Adaptability:** Effective performance in dynamic and evolving environments * ️ **Conflict Resolution:** Professional handling of difficult situations **Commitment to Quality:** Focus on service metrics and standards Additional Information: All your information will be kept confidential according to EEO guidelines.