Job Summary
Are you a fluent English speaker with a passion for providing outstanding customer service? We are looking for a dedicated and professional Bilingual Contact Center Agent to join our team. In this role, you will be the primary point of contact for a major client in the U.S. financial services industry. You will handle both inbound and outbound communications, ensuring every customer interaction is secure, efficient, and meets our high standards of quality.
Key Responsibilities
Efficiently manage and resolve a daily queue of customer cases to meet team performance goals.
Conduct outbound calls to customers to verify information, request documentation, and confirm account status, strictly adhering to call scripts and verification protocols.
Proactively manage your personal work queue, promptly notifying your team lead of any potential backlogs to ensure timely resolution.
Maintain a positive, professional, and respectful attitude in all interactions with team members and management.
Adhere to all company policies regarding attendance and punctuality, including accurately clocking in and out for all scheduled shifts.
Qualifications and Requirements
English Proficiency: Advanced (C1) or Upper-Intermediate (B2) level, with excellent verbal communication skills.
Experience: Minimum 1 year of experience in a customer service or contact center environment is highly preferred.
Availability: Must be available to work full-time, which includes rotational Saturday shifts and Colombian holidays to align with U.S. business hours.
Education: High school diploma or equivalent.
Skills and Competencies
Strong active listening and interpersonal skills.
Ability to follow scripts and complex procedures with high accuracy.
Detail-oriented with a strong focus on quality and customer satisfaction.
A positive attitude and a collaborative, team-player mindset.
Resilience and professionalism in handling customer inquiries.
C1 – COP $2.800.000
B2 – COP $2.000.000