Customer Support Expert | PQRS Analyst

Addi; Bogotá; Presencial; COP 50.220.000 - 72.540.000; Jornada completa

Descripción de la vacante

Addi is seeking a dedicated PQRS specialist to ensure timely, accurate processing of all petitions, complaints, claims, and suggestions. You will drive resolutions, deliver insights for continuous improvement, and contribute to a better customer experience within Addi's operations.

This role emphasizes empathy, analytical thinking, strong communication, and collaboration with Operations, Product, and Legal teams to maintain high quality PQRS handling and regulatory compliance in Colombia.

Formación

• Empathetic Communication (must-have) – demonstrates genuine care when interacting with customers.
• Customer Advocacy (must-have) – acts as an advocate for the customer to find fair resolutions.
• Issue Diagnosis (must-have) – analyzes complaints to identify root causes.
• Solution Orientation (must-have) – proactives effective resolutions and timely responses.
• Pattern Recognition (desirable) – identifies recurring PQRS trends for improvements.

Responsabilidades

• Achieve high efficiency in PQRS resolution and positively impact customer satisfaction.
• Identify key areas for process improvement through PQRS analysis and implement solutions.
• Contribute to customer loyalty through continuous improvement of PQRS resolution.

Conocimientos

Customer focus

Empathy

Analytical thinking

Problem solving

Communication

Conflict resolution

Collaboration

Organization

Attention to detail

Descripción del empleo

About Addi

We are a leading financial platform, building the future of payments, shopping, and banking-a world where consumers and merchants can transact effortlessly, grow together and where we create abundance and generate pride in them. Today, we serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia's fastest-growing marketplace.

We provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom. As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers. In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably.

Our mission has earned the trust of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future. With their support, we are not just growing- we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.

But what truly sets us apart is how we build. We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values every day.

About the Role

Ensure timely, accurate, and empathetic processing of all customer Petitions, Complaints, Claims, and Suggestions (PQRS), driving effective resolutions that uphold customer satisfaction and provide valuable insights for continuous improvement within Addi's operations.

What you will do

• Achieve high efficiency in PQRS resolution, positively impacting our customer satisfaction.

• Identify key areas for process improvement through PQRS analysis, proposing and implementing effective solutions.

• Significantly contribute to our customer loyalty through the continuous improvement of their experience in PQRS resolution.
  

What we're looking for

• Exceptional Customer Focus and Empathy

  • Empathetic Communication (must-have): Demonstrates genuine care and understanding when interacting with customers expressing concerns, ensuring they feel heard and valued.

  • Customer Advocacy (must-have): Acts as a strong advocate for the customer, diligently working to find fair and satisfactory resolutions to their issues.

• Strong Analytical and Problem-Solving Skills

  • Issue Diagnosis (must-have): Ability to thoroughly analyze customer complaints, requests, and claims to identify the root cause of the issue.

  • Solution Orientation (must-have): Proactively seeks and implements effective solutions to customer issues, ensuring timely and accurate responses.

  • Pattern Recognition (desired): Ability to identify recurring trends and patterns in PQRS data to inform potential process or product improvements.

• Effective Communication and Interpersonal Skills

  • Clear and Concise Communication (must-have): Communicates clearly and professionally, both verbally and in writing, with customers and internal stakeholders, adapting the message to the audience.

  • Conflict Resolution (must-have): Skillfully manages and de-escalates challenging customer interactions, maintaining composure and professionalism.

  • Collaboration (desired): Works effectively with other teams (e.g., Operations, Product, Legal) to gather information and implement solutions.

• Organizational Skills and Attention to Detail

  • Case Management (must-have): Effectively manages and tracks a high volume of PQRS cases, ensuring all relevant information is accurately documented and followed up on in a timely manner.

  • Adherence to Processes (must-have): Follows established procedures and protocols for handling different types of PQRS, ensuring consistency and compliance.

• Knowledge of Regulations and Quality Standards

  • Regulatory Awareness (desired): Familiarity with relevant consumer protection laws and regulations applicable to financial services in Colombia.

  • Quality Focus (must-have): Commitment to maintaining high standards of quality and accuracy in all PQRS handling processes.

• Continuous Improvement Mindset

  • Openness to Feedback (desired): Willingness to receive and act upon feedback to improve PQRS handling processes and personal performance.

  • Proactive Improvement Identification (desired): Actively seeks opportunities to enhance the customer experience and streamline PQRS resolution processes.
    

How the hiring process looks like

We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit. Here's what our process looks like:

• Step 1: People Interview (30 min)
  A conversation to get to know you - your values, motivations, and professional journey.

• Step 2: Assesment Center (120min)
  With this technical challenge, we want to see your skills and expertise in partner verification and fraud prevention. We expect that you invest 2 hours on it with our team to validate:

  • Your ability to analyze documentation and identify inconsistencies or warning signs

  • Your approach to decision-making based on internal criteria and available data

  • How you elevate risk cases and justify your assessment clearly and accurately

We value efficiency and respect for your time, so we aim to complete the process as quickly as possible. Our goal is to make this experience insightful and exciting for you, just as much as it is for us. Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.