Customer Service Representative – Residential Support

Fusion CX; Perímetro Urbano Medellín; On-site; COP 13,392,000 - 26,784,000; Full time

Job summary

Fusion CX is hiring Customer Service Representatives to support residential customers of a leading US telecommunications provider. You will answer questions about home services, assist with billing and account requests, and help customers resolve service concerns.

This role emphasizes clear communication, problem solving, and patient, empathetic service. Ideal for candidates with call center experience and strong English skills.

Qualifications

• Customer service or BPO experience preferred.
• Strong spoken English and listening skills.
• A patient, customer-focused approach and confidence in handling difficult conversations.
• Basic computer skills and the ability to learn support systems and procedures.
• Previous telecommunications experience is an advantage.

Responsibilities

• Respond to inquiries about residential services, billing, and accounts.
• Explain solutions clearly and simply.
• Assist with basic service troubleshooting and escalate complex issues.
• Handle complaints with patience, professionalism, and empathy.
• Document customer interactions accurately and follow service processes.
• Meet applicable customer service, quality, and productivity expectations.

Skills

Customer service

BPO experience

Active listening

Problem solving

Customer focus

English proficiency

Job description

FUSION CX | JOB OPENING Department: Call Center Operations | Category: Customer Service / Telecommunications

About the Role

Fusion CX is hiring Customer Service Representatives to support residential customers of a leading US telecommunications provider. You will answer questions about home services, assist with billing and account requests, and help customers resolve service concerns.

Key Responsibilities

• Respond to customer inquiries about residential services, billing, and account changes.
• Identify customer concerns and explain appropriate solutions in clear, simple language.
• Assist with basic service-related troubleshooting and escalated complex issues when needed.
• Handle complaints with patience, professionalism, and empathy.
• Document customer interactions accurately and follow established service processes.
• Meet applicable customer service, quality, and productivity expectations.

Skills and Qualifications

• Customer service or BPO experience preferred.
• Strong spoken English, active listening, and problem-solving skills.
• A patient, customer-focused approach and confidence in handling difficult conversations.
• Basic computer skills and the ability to learn support systems and procedures.
• Previous telecommunications experience is an advantage.

Who Should Apply?

Best suited to candidates with customer service, inbound voice support, or contact center experience.