Customer Service Representative
Location: Cali - Presencial
Salary: 3,1M
Shift days, hours and time zone: L-V 8am a 5pm or 11am a 8pm
English: C1
Experience: +8 months in CSR
Job description: This individual will be responsible for listening to and evaluating calls across the firmincluding those from paralegals, receptionists, intake representatives, and other client-facing staff. The primary goal is to ensure high-quality customer service and identify any red flags or areas for improvement in communication.
Responsabilities: Monitor and review inbound and outbound calls across departments. Evaluate call quality based on tone, professionalism, accuracy, and adherence to firm protocols. Identify red flags such as miscommunication, lack of empathy, or procedural errors. Provide detailed feedback and reports to management on call performance. Collaborate with team leads to recommend training or process improvements. Maintain confidentiality and handle sensitive information with discretion. Stay updated on firm policies and client service standards.
Skills and qualifications - Hard and soft skills: Experience in customer service, call center operations, or phone-based quality assurance (important) Exceptional listening and analytical skills. Strong understanding of customer service best practices. Excellent verbal and written communication skills. High attention to detail and ability to detect subtle issues in tone or messaging. Ability to work independently and manage time effectively. Experience in legal or professional services environment is a plus. Bilingual (English/Spanish) is a strong advantage.
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