Customer Care Agent

INGEPSY; Bogotá ciudad; Presencial; COP 24.000.000 - 48.000.000; Jornada completa

Descripción de la vacante

INGEPSY is seeking a Global Customer Care Agent in Colombia to nurture long-term relationships and guide customers through their journey with our product. The role emphasizes leadership, collaboration with cross-functional teams, and driving customer success in a fast-paced environment.

The ideal candidate will have 3+ years leading customer-facing teams, 2+ years in hospitality, strong English communication, and experience with CRM/engagement tools.

Formación

• 3+ years of experience leading customer-facing teams.
• 2+ years of experience in the Hospitality field.
• Experience in building or supporting differentiated service tiers or unique customer segments.
• Proficiency in using customer CRM and engagement tools.

Responsabilidades

• Nurturing long-term relationships and proactively guiding customers throughout their journey.
• Overseeing, mentoring and ensuring client satisfaction with the solution and processes.
• Develop and maintain strong relationships with customers, acting as their primary contact and trusted advisor.
• Collaborate with cross-functional teams to ensure onboarding, product adoption and ongoing success.
• Monitor customer status and identify risks while showcasing new product features.
• Identify growth opportunities within existing accounts.

Conocimientos

CRM proficiency

English communication

Negotiation

Leadership experience

Customer success mindset

Herramientas

CRM tools

Engagement tools

Descripción del empleo

We are looking for a Global Customer Care Agent to join our customer Care team in Colombia.

The Customer Success agent will play a pivotal role in ensuring the satisfaction and retention of our valued customers. We are looking for a person who is dedicated to ensuring customer satisfaction and have the managerial skills to drive excellence

Responsibilities

• Nurturing long-term relationships, proactively identifying issues, and driving customers throughout their journey with our product.
• Overseeing, mentoring and ensuring clients satisfaction with the solution and processes.
• Develop and maintain strong relationships with customers, acting as their primary point of contact and trusted advisor.
• Collaborate with cross-functional teams to ensure seamless onboarding, product adoption, and ongoing success for each customer.
• Monitor customer status, identify potential risks, and showcase new product features and functionality.
• Proactively identify opportunities for growth and expansion within existing customer accounts.
• 3+ years of professional experience in leading customer-facing teams.
• 2+ years of professional experience in the Hospitality field.
• Experience in building or supporting differentiated service tiers or unique customer segments.
• Proficiency in using customer CRM and engagement tools.
• Ability to influence, persuade, negotiate, and build good relations with customers.
• Passion for customer success and a commitment to delivering an outstanding customer experience.
• Willing to provide a "Hands-on" approach.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong verbal and written English communication skills.
• Availability to work shifts including weekends.