Customer Service Representative

Sim Local; Colombia; Remote; COP 73,434,918 - 110,152,377; Full time

Benefits offered by this job

20 days paid annual leave

Supportive team culture

Job summary

A global mobile connectivity leader is seeking a Customer Support Specialist to join their remote team in Colombia. This role involves managing customer inquiries across chat, WhatsApp, and email while ensuring high service standards. Ideal candidates will possess strong problem-solving skills and a customer-first mindset. Responsibilities include resolving issues, meeting KPIs, and collaborating with various teams. The position offers 20 days of paid leave and a supportive team culture.

Qualifications

• Fluent in English; German, French, or Dutch is a plus.
• Previous experience in customer support is required.
• Experience in SIM/eSIM or telco support is a plus.

Responsibilities

• Manage customer enquiries via Zendesk (chat, WhatsApp, email).
• Resolve issues and handle complaints.
• Meet or exceed KPIs in customer support.

Skills

Customer-first mindset with strong problem-solving skills

Tech-savvy and highly computer-literate

Clear written and spoken communication

Strong interpersonal skills

Tools

Zendesk

Job description

Sim Local is one of the world’s largest mobile connectivity providers in the travel sector and the global leader in travel SIM and eSIM retail.

Role

We’re hiring a Customer Support Specialist to join our remote support team. You’ll handle customer conversations across chat, WhatsApp, and email, uphold high service standards, and help us deliver a best-in-class experience for travellers.

Schedule

• 5 shifts per week with 2 days off
• Weekend and bank-holiday availability required (rota basis)

Responsibilities

• Manage customer enquiries via Zendesk (chat, WhatsApp, email)
• Resolve issues, handle complaints, and follow through to closure
• Juggle multiple simultaneous conversations with accuracy and pace
• Meet or exceed KPIs (e.g. CSAT, first response time, resolution time)
• Partner closely with Retail, Operations, Sales, and external stakeholders

Qualifications

• Customer-first mindset with strong problem-solving skills
• Tech-savvy, quick self-learner, and highly computer-literate
• Clear written and spoken communication; excellent attention to detail
• Previous experience in customer support is required
• Strong interpersonal skills; able to build productive relationships at all levels
• Fluent English is required; German, French, or Dutch is a plus (not mandatory)
• Prior SIM/eSIM or telco support experience is a plus

What we offer

• Remote role (contractor) based in Colombia
• 20 days paid annual leave
• Supportive team culture and meaningful, customer-impacting work

How to apply

Email your CV and cover letter (why you’re a great fit) to [e-mail] with the subject line “Customer Support Specialist – Remote”.