Customer Service Coordinator

IRB USA Inspire Resources; Colombia; Hybrid; COP 79,570,000 - 133,677,000; Full time

Job summary

IRB USA Inspire Resources is seeking a reliable Customer Relations Coordinator to join our contact center support team. You will be the primary point of contact for customers, handling inquiries via phone, email, and chat, and collaborating with teammates to deliver timely resolutions.

The role requires advanced English, strong communication, calm problem-solving, and the ability to work in the office two days per week.

Qualifications

• Advanced English is mandatory.
• Excellent written and verbal communication.
• Experience in customer relations or contact center environment.

Responsibilities

• Answer customer inquiries via phone, email, and chat.
• Resolve issues with a focus on timely resolutions.
• Clearly communicate with customers and document interactions.
• Identify escalation trends and root causes for proactive action.
• Maintain data integrity across internal systems and products knowledge.
• Escalate trends to the appropriate teams when needed.

Skills

Strong communication skills

Advanced English

Customer service

Job description

This role will be focused on clients in US. Advanced level of english is mandatory.

PURPOSE OF THE POSITION

Job Summary We are seeking a reliable and highly communicative Customer Relations Coordinator to join our contact center support team. In this role, you will serve as a point of contact for customer issues while working closely with the team and being able to work in office 2 times per week. Strong communication skills, responsiveness, calm problem-solving, and the ability to work independently are essential. The expectation is to consistently utilize your skills, knowledge and expertise in all customer interactions to ensure timely resolution and a positive customer experience.

RESPONSIBILITIES

• Answering customer contacts, resolving issues that may have a technical aspect to it.
• Primary channels are phone calls and emails but may also include live chat and social.
• Clearly and effectively communicate with customers.
• Ability to quickly recognize escalating trends and problem solve potential root causes.
• Improve customer satisfaction by actively listening, acknowledging, accurately documenting customer interactions, troubleshooting steps, and resolutions in internal systems.
• Provide accurate responses by actively participating in departmental communications, maintaining awareness of existing products as well as new products and promotional initiatives.
• Ability to multitask using multiple databases to accurately research and respond to inquiries.
• Ensure data/report integrity by continuously understanding use of tools and the business needs for information.
• Identify, communicate, and escalate in a timely manner contact trends to appropriate business units to ensure proactive response/resolution.

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide. We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences. Inspire is a multi-brand restaurant company whose portfolio includes more than 33,400 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants across 55 global markets. In an industry facing increasing disruption, our leaders saw an opportunity to build a restaurant company unlike any other – one that brings together differentiated yet complementary brands and aims to make them stronger than they would be on their own. Found inherently in the purposes of our family of brands, we identified a common thread between our restaurants – the capacity to inspire. From guest experience to career development to community well-being, Inspire plays a role in the lives of millions of people every day. Our brands are diverse, distinctive, and fan favorites. In a sense, you could say we seek those who provide something different than the norm.