Customer Service Support Bpo

Ricoh Colombia S.A.; Bogotá; Hybrid; COP 24,983,000 - 29,924,000; Full time

Benefits offered by this job

Indefinite-term contract

Fully paid training

Hybrid work model

Career growth opportunities

Multicultural environment

Job summary

Ricoh Colombia S.A. is hiring for a bilingual Customer Service Support role in Bogotá with a hybrid work model, serving corporate customers in the United States and Canada.

You will be the first point of contact, handling requests and incidents efficiently while upholding service standards. Requirements include a high school diploma, English B2+, at least one year in customer service, strong communication, teamwork, and willingness to work shift hours and holidays.

Qualifications

• High school diploma (required).
• English proficiency at B2 level or higher (mandatory).
• Minimum 1 year of experience in customer service, call center, support, or user assistance roles.
• Excellent verbal and written communication skills.
• Strong customer service mindset, teamwork, and problem-solving abilities.
• Availability to work operational schedules and holidays.

Responsibilities

• Answer calls from corporate customers in English.
• Register and manage service requests.
• Follow up on customer cases through completion.
• Process supply orders and operational requests.
• Coordinate equipment repairs for customers with and without service contracts.
• Handle complaints, incidents, and customer concerns.
• Escalate critical cases according to established procedures.
• Contact customers to validate and close requests.
• Support customer satisfaction surveys and continuous improvement initiatives.
• Ensure high levels of service quality and customer satisfaction.

Skills

Verbal communication

Written communication

Customer service

Teamwork

Problem solving

Education

High school diploma

Job description

Were Hiring! | Bilingual Customer Service Support (English B2) Bogotá, Colombia Hybrid Work Model Supporting Corporate Customers in the United States and Canada

At Ricoh Colombia, a global leader in technology solutions and digital transformation, we are looking for customer-focused professionals who want to grow in an international corporate environment, providing first-level support to business clients.

Position Purpose

Serve as the first point of contact for our corporate customers, managing requests, incidents, and service inquiries in a timely and effective manner. This role plays a key part in delivering an outstanding customer experience while ensuring compliance with company service standards.

Key Responsibilities

• Answer calls from corporate customers in English.
• Register and manage service requests.
• Follow up on customer cases through completion.
• Process supply orders and operational requests.
• Coordinate equipment repairs for customers with and without service contracts.
• Handle complaints, incidents, and customer concerns.
• Escalate critical cases according to established procedures.
• Contact customers to validate and close requests.
• Support customer satisfaction surveys and continuous improvement initiatives.
• Ensure high levels of service quality and customer satisfaction.

Requirements

• High school diploma (required).
• English proficiency at B2 level or higher (mandatory).
• Minimum 1 year of experience in customer service, call center, support, or user assistance roles.
• Excellent verbal and written communication skills.
• Strong customer service mindset, teamwork, and problem-solving abilities.
• Availability to work operational schedules and holidays.

Compensation & Benefits

• Base Salary: COP $2,460,000
• Monthly Performance Bonus: USD $100
• Indefinite-term contract
• Fully paid training
• Opportunity to transition to a hybrid work model based on performance
• Career growth opportunities within a multinational company
• Multicultural and international work environment

Operational Conditions

Work Schedule

• 40 hours per week Monday through Friday
• Operating hours between 6:00 a.m. and 7:00 p.m. Due to Daylight Saving Time changes in the United States and Canada, schedules may adjust between 7:00 a.m. and 8:00 p.m. depending on the season

Breaks

• 1-hour lunch break
• Two 15-minute breaks

Work Modality

• Training & Nesting Period 100% onsite
• Hybrid model: 2 days onsite and 3 days remote, subject to performance metrics
• Onsite days may vary according to operational needs

Training Program

• Training: 2 weeks (fully paid)
• Nesting: 4 weeks

Additional Information

• Corporate customer service line Inbound call operation
• Average volume of 60-70 calls per day
• Colombian public holidays are worked
• North American holidays are also workedLocation Centro Empresarial Paralelo 108 Tower 2, Floor 18 Av. Carrera 45 No. 108-27 Bogotá, D.C., Colombia Conveniently located between the Pepe Sierra and Calle 106 TransMilenio stations.

Why Join Ricoh?

At Ricoh, youll have the opportunity to work with international customers, strengthen your English skills, and be part of a globally recognized organization known for innovation, technology, and service excellence.

If youre passionate about customer service, enjoy solving problems, and are looking for stability and career growth opportunities, wed love to hear from you.