Internal Customer Support

Description

Position Summary: We are seeking a Customer Support Advisor to manage requests, support order processes, and coordinate deliveries, ensuring clear and effective service. Key Responsibilities: 1. Manage requests and PQRS through various digital channels. 2. Monitor orders and deliveries, ensuring traceability. 3. Coordinate with logistics partners and B2B/B2C customers. We are looking for a **Customer Support Advisor** with exceptional service attitude, outstanding communication skills, and high accuracy in work, to join our team in Bogotá. The main responsibility will be managing requests, supporting the order process, coordinating returns, and assisting in delivery monitoring, ensuring clear, timely, and effective service. **Main Responsibilities** * Handle inquiries, requests, and PQRS via multiple digital channels (WhatsApp, email, customer portal, phone calls, and social media). * Verify order information and confirm details prior to dispatch. * Monitor order updates and deliveries, ensuring accurate traceability within internal platforms. * Prepare, update, and analyze operational and service reports. * Use tools such as Dropi, Marca Blanca, TMS, CRM, and other internal control dashboards. * Escalate any fulfillment-related incidents (picking and packing) to the relevant departments. * Support daily coordination with logistics partners and both B2B and B2C customers. * Maintain continuous communication with operations leaders to ensure timely responses. * Comply with company-established service standards, quality guidelines, and confidentiality protocols. **Requirements** * High school diploma or technical degree in administrative, logistics, or customer service fields. * Minimum 1 year of experience in customer service, contact centers, or similar roles. * Proficiency with digital tools and basic/intermediate Excel skills. * Excellent spelling, effective communication, and ability to work under pressure. Employment Type: Full-time