Customer Service Representative

Alohas; Colombia; Remote; COP 66,523,000 - 110,872,000; Full time

Benefits offered by this job

Culture of freedom and trust

Remote-First: work from anywhere

Exclusive discounts on Alohas products

Discounts for team and friends

Job summary

Alohas is looking for a Customer Service Representative based in LATAM for a 100% remote role. You will be the voice of the brand, delivering world-class service across channels and driving customer satisfaction.

Join a Spanish start-up with a growth mindset, where empathy, speed, and accuracy matter. 40h/week shift CET/CEST; fully remote LATAM-based position with strong opportunities to grow in a multicultural team.

Qualifications

• 2-3 years of experience in E-Commerce Customer Service (fashion industry a plus)
• Based in LATAM (Mandatory)
• Proficient with ticketing systems (Gorgias, Zendesk or similar)
• Bilingual fluency in English and Spanish (written and spoken)

Responsibilities

• Maintain exemplary, empathetic and professional tone in every interaction.
• Respond quickly to inquiries; ensure no one is left waiting.
• Engage with customers across omnichannel touchpoints for a seamless brand experience.
• Resolve complaints with a solution-oriented mindset to build loyalty.
• Become a product ambassador and provide confident, insightful advice.
• Manage orders, forms and requests with high accuracy.
• Maintain meticulous records of interactions and feedback for improvement.
• Collaborate with the wider team for smooth operations and brand voice.
• Proactively identify and suggest improvements to customer service workflows.

Skills

E-commerce customer service

Bilingual EN/ES

Ticketing systems

Tools

Gorgias

Zendesk

Job description

ALOHAS is more than a fashion brand: it's a responsible shopping experience and a chance to participate in the fight against overproduction in fashion.

Working at ALOHAS is being part of the innovation and growth of a Spanish start-up with a young, creative and proactive team, where innovation, collaboration, and high energy drive our success. It's demanding but extremely rewarding due to an environment where we take pride in learning from one another and strive to make sustainability a way of life beyond the workplace.

In a nutshell, we love what we do and it shows!

THE ROLE

We are looking for a Customer Service Representative based in LATAM to join ALOHAS in a 100% remote capacity. In this role, you will be the voice of our brand, delivering an exceptional experience across multiple touchpoints. Your goal is simple but vital: enhance customer satisfaction, build long-term engagement, and drive growth through world-class service.

YOUR CHALLENGE

• Exemplary Support: Maintain a positive, empathetic, and professional tone in every interaction.
• Agile Response: Address customer inquiries with speed and precision, ensuring no one is left waiting.
• Omnichannel Mastery: Engage with our community across various platforms, including social media, for a seamless brand experience.
• Strategic Problem Solving: Resolve complaints with a solution-oriented mindset, turning challenges into opportunities for loyalty.
• Product Ambassadorship: Become a product expert to provide confident, insightful advice to our customers.
• Operational Excellence: Manage orders, forms, and requests with high accuracy and attention to detail.
• Data Integrity: Maintain meticulous records of customer interactions and feedback to help us improve.
• Cross-functional Collaboration: Partner with the wider team to ensure operational fluidity and a unified brand voice.
• Process Innovation: Proactively identify and suggest improvements to our customer service workflows.

YOU WILL ROCK IN THIS ROLE IF YOU

• Have 2-3 years of experience in E-Commerce Customer Service (fashion industry experience is a major plus). Note: Retail-only experience will not be considered.
• Are based in LATAM (Mandatory).
• Bring patience, empathy, and positivity, even during peak seasons.
• Are proactive and energetic, taking full ownership of your tasks and pushing yourself and the team to achieve common goals.
• Communicate with warmth and confidence, building trust instantly.
• Are highly organized and reliable under pressure.
• View feedback as a gift and are constantly looking for ways to grow.
• Possess bilingual fluency in English and Spanish (written and spoken). Proficiency in other languages is a significant advantage.
• Are a digital native. Proven track record of continued work with ticketing systems (Gorgias, Zendesk, or similar) is mandatory.

THE LOGISTICS (WORKING HOURS)

We are looking for someone fully committed to this specific shift (40h/week):

• Monday to Wednesday: 13:00 - 22:00 (CET/CEST).
• Thursday & Friday: OFF.
• Saturday & Sunday: 10:00 - 19:00 (CET/CEST).

Location: 100% Remote (LATAM-based).

BENEFITS

• Culture of freedom, responsibility, and trust.
• Remote-First: Work from wherever you are most inspired and productive.
• Exclusive Access: Significant discounts on ALOHAS products for you (and your friends!).
• Discounts: Our team has special discounts and we do not forget their friends either!
• International environment: Join a multicultural team and learn the cutting edge of E-commerce.
• Growth Mindset: A continuous feedback culture designed to help you reach your full potential.