Bilingual Customer Service Representative| On-Site | Medellín, El Poblado

RAM BPO ?; Medellín; Presencial; COP 22.320.000 - 35.712.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Structured onboarding

Performance growth opportunities

Multicultural work environment

Structured onboarding

Descripción de la vacante

An international service provider in Medellín is looking for Bilingual Customer Service Representatives who are fluent in both Spanish and English. The role requires resolving customer interactions through various channels while adhering strictly to client requirements. Candidates must have 1-3 years of experience in customer service environments and be proficient with CRM systems. The position offers development opportunities in a structured, supportive environment, with defined performance expectations.

Formación

• Fluent in Spanish and English, B2+ minimum, tested.
• 1–3 years in customer service or call center environments.
• Located in Medellín or able to commute to El Poblado.
• Computer skills across various platforms required.
• Ability to handle high interaction volumes with quality.

Responsabilidades

• Handle customer interactions via phone, email, chat.
• Resolve inquiries and complaints focusing on first-contact resolution.
• Document all interactions accurately in CRM.
• Escalate issues as per established protocols.
• Meet or exceed KPIs for quality and response times.
• Adhere to client scripts, workflows, and data confidentiality standards.

Conocimientos

Bilingual: Spanish and English

Proficiency with CRM platforms

Computer literacy

Ability to multitask

Experience in customer service

Herramientas

Zendesk

Salesforce

Freshdesk

Descripción del empleo

At RAM BPO, we support international clients who expect fast, accurate, and professional service — every single interaction. We’re hiring Bilingual CSRs based in Medellín who are serious about quality, comfortable in high-volume environments, and ready to represent global brands with confidence from our El Poblado office.

If you're fluent in both Spanish and English, have real customer service experience, and want a stable on-site role in one of Medellín's best locations — this is worth your time.

What You’ll Do

• Handle inbound and/or outbound customer interactions via phone, email, chat, or ticketing systems — professionally and efficiently
• Resolve customer inquiries, complaints, and service requests with a focus on first-contact resolution
• Accurately document all interactions in CRM or ticketing platforms (no shortcuts, no missing fields)
• Escalate complex or sensitive issues following established protocols — knowing when to escalate is part of the job
• Meet or exceed KPIs: response time, resolution time, quality scores, and CSAT metrics
• Adhere strictly to client scripts, workflows, compliance requirements, and data confidentiality standards

HARD REQUIREMENTS

Do not apply if you don't meet all of these.

• Bilingual: Spanish and English — B2+ minimum in both, verbal and written. You will be tested.
• 1–3 years of experience in customer service, call center, BPO, or client support environments
• Must be based in Medellín or able to commute daily to El Poblado — this is a fully on-site position.
• Proficiency with CRM or ticketing platforms (Zendesk, Salesforce, Freshdesk, or equivalent)
• Strong computer skills: email, chat platforms, data entry, multitasking across systems
• Proven ability to handle high interaction volumes without sacrificing quality
• Availability to work flexible schedules, including potential weekend or holiday coverage, based on client requirements

NICE TO HAVE

• Experience supporting multicultural or international client bases
• Background in U.S. or UK-facing customer service campaigns
• Familiarity with BPO performance metrics and quality assurance processes

What We Offer

• On-site position in El Poblado, Medellín — one of the city's most accessible and well-connected areas
• Structured onboarding and clear performance expectations from day one
• Exposure to international clients and a multicultural work environment
• Defined KPIs — you'll always know exactly what's expected of you
• Real growth path for high performers into QA, team lead, or training roles