Costumer Support Especialist

Trade Quo Global Ltd; Medellín; Hybrid; COP 24,883,000 - 31,992,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Inclusive work environment

Work with international clients

Performance-based recognition

Job summary

Trade Quo Global Ltd seeks a proactive Customer Support Specialist to deliver outstanding service across email, chat, phone, and other channels. You will resolve inquiries, document interactions in the CRM, and maintain high CSAT while meeting SLAs.

The role emphasizes strong communication, organization, and a customer-centric mindset in a fast-paced environment with opportunities to work with international clients.

Qualifications

• 2+ years of experience in Customer Support, Customer Service, or Customer Experience.
• Experience supporting international customers is preferred.
• Experience in tech, SaaS, FinTech, E-commerce, or BPO is a plus.

Responsibilities

• Serve as the primary contact for customers via email, chat, phone, and other channels.
• Respond to inquiries professionally and efficiently.
• Troubleshoot and resolve issues while maintaining a positive customer experience.
• Escalate complex issues to internal teams when needed.
• Document customer interactions in the CRM accurately.
• Follow up with customers to ensure complete issue resolution.
• Meet and exceed SLAs.
• Maintain high CSAT scores.

Skills

Customer service

Excellent communication

Problem solving

Time management

Multitasking

Teamwork

Education

Technical degree / Bachelor's in Business, IT, or related

Business Administration

International Business

Marketing

Communications

Information Technology

Tools

HubSpot

Intercom

Jira

Slack

Google Workspace

Microsoft Office Suite

Job description

Department: Customer Experience / Customer Support

Monthly Salary: USD $700 – $900, depending on experience, English proficiency, and technical background.

Position Summary

We are looking for a proactive and customer-focused Customer Support Specialist to join our growing team. This role is responsible for delivering outstanding customer service by providing timely support, resolving customer inquiries, and ensuring a seamless customer experience across multiple communication channels.

The ideal candidate is an excellent communicator, highly organized, detail-oriented, and passionate about helping customers. This individual should be comfortable working in a fast-paced environment while maintaining high customer satisfaction standards.

Key Responsibilities

• Serve as the primary point of contact for customers via email, chat, phone, and other communication channels.
• Respond to customer inquiries professionally and efficiently.
• Troubleshoot and resolve customer issues while maintaining a positive customer experience.
• Escalate complex issues to the appropriate internal teams when necessary.
• Accurately document customer interactions using the company's CRM system.
• Follow up with customers to ensure complete issue resolution.
• Meet and exceed established Service Level Agreements (SLAs).
• Maintain high customer satisfaction (CSAT) scores.
• Identify recurring customer issues and recommend process improvements.
• Contribute to maintaining and improving the company's knowledge base.
• Collaborate with Product, Operations, Sales, and Technical teams to enhance the customer experience.

Qualifications

Education

• Technical Degree, Technologist, or Bachelor's Degree in:
• Business Administration
• International Business
• Marketing
• Communications
• Information Technology
• Or related fields

Experience

• 2+ years of experience in Customer Support, Customer Service, Customer Experience, or a similar client-facing role.
• Experience supporting international customers is preferred.
• Experience working in technology, SaaS, FinTech, E-commerce, or BPO environments is a plus.

Technical Skills

Experience with one or more of the following tools:

• HubSpot
• Intercom
• Jira
• Slack
• Google Workspace
• Microsoft Office Suite

Language Requirements

• Preferred: C1
• Spanish: Native

Candidates should be able to:

• Communicate fluently with international customers.
• Write professional emails in English.
• Explain technical or operational processes clearly.
• Handle customer complaints with professionalism and empathy.

Core Competencies

• Customer-focused mindset
• Excellent verbal and written communication
• Problem-solving skills
• Strong organizational skills
• Time management
• Teamwork and collaboration
• Critical thinking
• Ability to multitask in a fast-paced environment

Key Performance Indicators (KPIs)

Performance will be measured through:

• Customer Satisfaction (CSAT)
• First Response Time (FRT)
• SLA Compliance
• Ticket Quality
• Productivity
• Customer Retention

What We Offer

• Competitive salary aligned with the Colombian market.
• Professional development and career growth opportunities.
• Collaborative and inclusive work environment.
• Opportunity to work with international clients.
• Performance-based recognition and career advancement opportunities.