Remote Customer Experience Specialist

Doorstead, Inc.; Buenos Aires; Remote; ARS 1,000,000 - 1,800,000; Full time

Job summary

Doorstead, Inc. is seeking a Customer Experience Specialist to provide day-to-day support for OCASA Life Sciences. You will manage inquiries, service requests, and operational issues through the ticketing system, coordinating with internal teams to resolve cases efficiently.

Responsibilities include documenting progress, meeting response times, and escalating critical issues when needed. Prior experience in logistics or regulated environments is a plus.

Qualifications

• English proficiency is mandatory, with strong communication skills.
• Experience in customer service or support, preferably in logistics.
• Experience in managing tickets, tracking cases, or using CRM tools.
• Ability to multitask and prioritize urgent requests.
• Strong organizational skills and attention to detail.
• Ownership of assigned cases through closure.
• Studies in Logistics, International Trade, or Business Administration preferred.
• Experience in pharmaceutical logistics or regulated environments is a plus.

Responsibilities

• Receive, log, and manage customer support tickets related to inquiries, service requests, and operational issues.
• Assess each case, gather information, and prioritize requests based on urgency and customer impact.
• Resolve requests within the role’s scope and coordinate with Operations, Transportation, Quality, and other internal teams when additional support is needed.
• Keep customers informed of case progress, actions taken, and next steps.
• Promptly escalate critical issues or situations that could disrupt service.
• Follow up on tickets through resolution and accurately document case closure.
• Maintain complete and current records of customer interactions, actions, and solutions.
• Meet established response and resolution times while following internal procedures.
• Identify recurring issues and share improvement opportunities to streamline support and prevent repeat incidents.

Skills

Customer service

Ticket management

Multitasking

Communication

Microsoft Office

Case ownership

Attention to detail

Education

Logistics studies

International Trade studies

Business Administration studies

Tools

CRM systems

Microsoft Office

Job description

Customer Experience Specialist (3260220)

Provide day-to-day customer support for OCASA Life Sciences, managing inquiries, service requests, and operational issues through the ticketing system and established support channels. This role focuses on addressing immediate customer needs and coordinating solutions with internal teams.

Job Purpose

• Receive, log, and manage customer support tickets related to inquiries, service requests, and operational issues.
• Assess each case, gather the necessary information, and prioritize requests based on urgency and customer impact.
• Resolve requests within the role’s scope and coordinate with Operations, Transportation, Quality, and other internal teams when additional support is needed.
• Keep customers informed of case progress, actions taken, and next steps.
• Promptly escalation critical issues or situations that could disrupt service.
• Follow up on tickets through resolution and accurately document case closure.
• Maintain complete and current records of customer interactions, actions, and solutions.
• Meet established response and resolution times while following internal procedures.
• Identify recurring issues and share improvement opportunities to streamline support and prevent repeat incidents.

Qualifications

• English proficiency is mandatory and non‑negotiable. Candidates must be able to communicate effectively in English, both verbally and in writing, to manage customer inquiries and resolve support tickets.
• Previous experience in customer service, customer support, or operational support, preferably within logistics, transportation, or service organizations.
• Experience in managing tickets, tracking cases, or using CRM tools.
• Ability to manage multiple requests simultaneously and prioritize urgent situations.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office and the ability to learn new systems.
• Strong organizational skills, attention to detail, and ownership of assigned cases through closure.
• Customer focus, problem‑solving skills, empathy, and the ability to work effectively under pressure.
• Studies in Logistics, International Trade, Business Administration, or a related field are preferred.
• Experience in pharmaceutical logistics, life sciences, or regulated environments is a plus.

Work Setting

• Daily interaction with customers through the ticketing system and established support channels.
• Close collaboration with internal teams to resolve service requests and operational issues.
• No business travel required.