Customer Service Representative - Retail (Bilingual)

Concentrix; Bogotá ciudad; On-site; COP 22,320,000 - 35,712,000; Full time

Job summary

Concentrix Bogotá is seeking a Customer Service Representative to support customers by resolving inquiries and providing product and service information with a positive experience. The role is in a high-volume environment requiring accuracy and professionalism.

You will listen actively, communicate clearly in writing and speech, maintain detailed records, and collaborate with teammates to meet KPIs. Flexibility for rotating schedules and a courteous, patient approach are essential.

Qualifications

• High school diploma required.
• Strong customer service mindset with a courteous and professional approach.
• Excellent verbal and written communication skills.
• Strong computer navigation and basic PC skills.
• Ability to multitask and adapt quickly in a fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to remain patient and professional in all customer interactions.
• Ability to work independently and collaboratively within a team environment.
• Ability to handle repetitive tasks while maintaining quality standards.
• Flexibility to work rotating schedules when required.
• Ability to think critically and explain basic concepts clearly.
• Previous customer service experience is preferred but not required.

Responsibilities

• Deliver customer service that meets or exceeds established service levels and KPIs.
• Assist customers by identifying needs and providing appropriate solutions.
• Use available resources and decision-support tools to resolve customer inquiries.
• Build rapport with customers through active listening, empathy, and professionalism.
• Communicate clearly and effectively through verbal and written interactions.
• Maintain accurate customer records and appropriately document interactions.
• Offer additional products and services when appropriate.
• Track, document, and retrieve customer information using internal systems.
• Participate in initiatives designed to improve customer satisfaction and business performance.
• Work collaboratively with teammates while maintaining individual accountability.
• Respond to customer inquiries using approved resources and escalation processes when necessary.

Job description

As a Customer Service Representative, you will support customers by resolving inquiries, providing product and service information, and delivering a positive customer experience. You will work in a high-volume environment, ensuring customer needs are met while maintaining accuracy, professionalism, and efficiency.

You Will

• Deliver customer service that meets or exceeds established service levels and KPIs.
• Assist customers by identifying needs and providing appropriate solutions.
• Use available resources and decision-support tools to resolve customer inquiries.
• Build rapport with customers through active listening, empathy, and professionalism.
• Communicate clearly and effectively through verbal and written interactions.
• Maintain accurate customer records and appropriately document interactions.
• Offer additional products and services when appropriate.
• Track, document, and retrieve customer information using internal systems.
• Participate in initiatives designed to improve customer satisfaction and business performance.
• Work collaboratively with teammates while maintaining individual accountability.
• Respond to customer inquiries using approved resources and escalation processes when necessary.

You Have

• High school diploma required.
• Strong customer service mindset with a courteous and professional approach.
• Excellent verbal and written communication skills.
• Strong computer navigation and basic PC skills.
• Ability to multitask and adapt quickly in a fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to remain patient and professional in all customer interactions.
• Ability to work independently and collaboratively within a team environment.
• Ability to handle repetitive tasks while maintaining quality standards.
• Flexibility to work rotating schedules when required.
• Ability to think critically and explain basic concepts clearly.
• Previous customer service experience is preferred but not required.

Preferred Qualifications

• Previous call center experience.
• Experience working in a metrics-driven environment.Familiarity with CRM or customer service tracking systems.
• Experience handling customer escalations and issue resolution.