Customer Service Representative

Vive Health; Medellín; Sur place; COP 27 900 000 - 46 872 000; Plein temps

Avantages offerts par ce poste

15 days PTO

12 paid holidays

Parental leave

Profit sharing

Education reimbursement after first yr

Résumé du poste

Vive Health, a fast-growing U.S. healthcare brand, is expanding its onsite team in Medellín. We seek empathetic customer service reps to assist U.S. patients, caregivers, and providers via phone, chat, and email.

Join a structured environment with performance-based growth, and options to be paid in COP, USD, or cryptocurrency. PTO, holidays, parental leave, profit sharing, and education reimbursement after year one await you.

Qualifications

• 1+ years of customer service, technical support, or e-commerce support.
• English level must be B2+ or C1 with clear verbal and written communication.
• Experience with Amazon Seller Central or U.S. retail accounts is a plus.
• Ability to empathize with elderly customers and navigate health-related topics.

Responsabilités

• Deliver compassionate customer service to U.S.-based patients and caregivers via calls, chat, and email.
• Troubleshoot product and warranty issues for daily living aids and home medical devices with clarity and patience.
• Manage post-order logistics across platforms, including order tracking, replacements, and refunds.
• De-escalate difficult situations with active listening and quick problem resolution.
• Document interactions in CRM with accuracy and completeness.
• Maintain high metrics like First Contact Resolution, Average Handle Time, and CSAT.

Connaissances

B2+ English

Customer Service

Empathy

Problem Solving

Tech Literacy

Schedule Reliability

Outils

Zendesk

Gorgias

Freshdesk

Description du poste

Schedule Saturday – Wednesday, 8:00 AM – 4:30 PM COT (Fixed days off: Thursday & Friday)

Make a Meaningful Impact with a Fast-Growing U.S. Healthcare Brand

Do you have a genuine passion for helping others, solving complex problems, and delivering exceptional customer care?

Vive Health is a leading U.S.-based medical equipment company and a Top 50 Amazon seller. We design and manufacture high-quality, affordable mobility aids, braces, and home health essentials that empower patients to recover from injuries and live more independently.

We are expanding our onsite team in Medellín and looking for empathetic, detail-oriented Customer Service Representatives to act as the primary voice of our brand. You will directly assist patients, caregivers, and healthcare providers across the United States.

If you are a patient listener, a resourceful problem-solver, and thrive in a structured, supportive environment, we want to hear from you.

Why Join Vive Health?

Progress through our transparent, performance-based Belt System. Your dedication directly unlocks higher earning tiers, added perks, and leadership or Tier-2 support opportunities.

Get paid your way: choose between local currency (COP), USD, or stable cryptocurrency.

Enjoy 15 days of Paid Time Off (PTO), 12 paid holidays, parental leave, annual profit sharing, plus education reimbursement after your first year.

Work in a collaborative, supportive onsite environment featuring monthly team celebrations, quarterly off-site events, and an international team focused on helping real people every day.

What You’ll Do

• Deliver compassionate, first-class customer service to U.S.-based patients and caregivers via inbound phone calls, live chat, and email tickets.
• Troubleshoot product assembly, operational issues, and warranty claims for daily living aids and home medical devices with clarity and patience.
• Manage post-order logistics across Amazon Seller Central and our direct e-commerce platforms, including order tracking, replacements, and refunds.
• De‑escalate challenging customer situations with active listening, emotional intelligence, and quick problem resolution.
• Accurately document all customer interactions, feedback, and case notes inside our CRM and ticketing system.
• Maintain high quality and performance metrics, including First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).

What We’re Looking For

• B2+ or C1 English level with exceptional verbal fluency and professional written communication skills (ability to hold natural voice conversations with U.S. callers).
• 1+ years of experience in customer service, technical support, or e-commerce support (experience with Amazon Seller Central or U.S. retail accounts is a plus).
• High Empathy & Patience: Natural ability to connect with elderly customers or people navigating sensitive health and mobility challenges.
• Problem-Solving Skills: Resourceful and quick to learn; able to navigate digital knowledge bases and technical product manuals to answer questions accurately.
• Tech Literacy: Experience with modern helpdesk software (Zendesk, Gorgias, Freshdesk, or similar CRM tools).
• Schedule Reliability: Punctual and fully committed to consistently working the Saturday–Wednesday onsite shift.

Learn More About Vive Health

• Our Mission: https://www.youtube.com/watch?v=cC6eqo-0LHc
• Our Team Culture: https://www.youtube.com/watch?v=TJX9J-m4UhE
• Products and Services: https://www.youtube.com/@ViveHealth