Customer Experience Specialist

Celerity Fiber LLC; Sur; On-site; COP 22,320,000 - 33,480,000; Full time

Job summary

A telecommunications company is seeking a Customer Experience Specialist in Cali, Colombia. This role involves ensuring exceptional customer satisfaction, handling inquiries, and processing orders. Ideal candidates will have experience in customer service and sales, with advanced English proficiency. The position demands strong organizational skills and a proactive approach to resolving customer issues. Join a dynamic team dedicated to delivering outstanding service and driving sales growth in a fast-paced environment.

Qualifications

• Preferred previous experience in customer service or sales roles.
• Empathic and customer-focused mindset required.
• Willingness to adapt to fast-paced environment.

Responsibilities

• Record and process customer information.
• Handle calls and support service operations.
• Respond to inquiries and resolve complaints.
• Demonstrate product knowledge for customer support.
• Conduct cross-selling and up-selling.

Skills

Customer service experience

Sales skills

Advanced English (B2 or C1)

Detail-oriented

Organizational skills

Tools

CRM software

Job description

Celerity Fiber S.A.S (Colombia Office) is seeking a highly motivated and customer-centric individual to join our team in Cali as a Customer Experience Specialist. As a key member of our customer experience department, you will play a crucial role in ensuring exceptional customer satisfaction and driving sales growth. If you are passionate about delivering outstanding service, possess excellent communication skills, and thrive in a dynamic environment, we invite you to apply.

Responsibilities

• Record and process confidential customer information, including payments and account creation.
• Handle assigned calls and provide support for service operations.
• Respond promptly to customer inquiries and proactively resolve complaints.
• Demonstrate in-depth product knowledge to offer effective customer support.
• Process orders, forms, requests, and maintain accurate records of customer interactions.
• Contact potential customers via phone and email, utilizing CRM tools for follow-ups.
• Conduct Cross-Selling and Up-Selling to maximize sales opportunities.
• Report weekly on sales goals, objectives, and achievements.
• Attend training sessions to stay updated on new products and service offerings.
• Proactively inform customers about new products, services, and company policies.

Requirements

• Previous experience in customer service and/or sales roles is preferred.
• Advanced English Level B2 or C1.
• Empathetic and customer-focused mindset.
• Detail-oriented with excellent organizational skills.
• Proficiency in using CRM systems and other relevant software.
• Willingness to adapt to a fast-paced and dynamic work environment.

About us

Headquartered in Miami, Florida, Celerity Fiber is a private cable operator and Internet Service provider of broadband and telecommunications services, founded on the pillars of relentless customer service and revolutionary Fiber internet service with best-in-class practices.