Experience Specialist

Jobtailor; Medellín; Presencial; COP 33.480.000 - 50.220.000; Jornada completa

Descripción de la vacante

Jobtailor in Medellín seeks a dedicated Customer Support Specialist to be the first point of contact for customers and supported employees. You will respond to inquiries via phone, email, and chat, upholding SLAs and a customer-first approach.

In this role, you will provide accurate information about services, resolve issues, and escalate when needed, while maintaining ownership of the resolution and continuously seeking to improve the customer experience.

Formación

• Proven experience in customer service, preferably in a B2B or SaaS environment.
• Strong communication skills, both written and verbal, with empathetic delivery.
• Ability to build rapport quickly and manage customer relationships professionally.
• Strong problem-solving skills for high-pressure situations.
• Familiarity with CRM tools and customer support software (DevRev, Superblocks, Airtable) a plus.
• Attention to detail and commitment to high customer satisfaction.
• Ability to work independently and in a collaborative team.
• Positive, can-do attitude.

Responsabilidades

• Serve as the first point of contact for customers and supported employees, responding to inquiries via phone, email, and chat in a timely, professional manner while adhering to established SLAs.
• Provide accurate and relevant information regarding services, processes, and solutions, ensuring that every interaction is aligned with our customer-first approach.
• Resolve customer issues and challenges promptly, escalating to the appropriate internal teams as needed while maintaining ownership of the resolution process.
• Monitor and maintain customer satisfaction metrics, proactively working to maintain or improve scores through exceptional service and effective issue resolution.
• Continuously strive to enhance the customer experience by identifying areas for improvement and suggesting initiatives.

Conocimientos

Customer service

Communication skills

Relationship building

Problem solving

CRM tools familiarity

Herramientas

DevRev

Superblocks

Airtable

Descripción del empleo

• Serve as the first point of contact for customers and supported employees, responding to inquiries via phone, email, and chat in a timely, professional manner while adhering to established SLAs.
• Provide accurate and relevant information regarding services, processes, and solutions, ensuring that every interaction is aligned with our customer-first approach.
• Resolve customer issues and challenges promptly, escalating to the appropriate internal teams as needed while maintaining ownership of the resolution process.
• Monitor and maintain customer satisfaction metrics, proactively working to maintain or improve scores through exceptional service and effective issue resolution.
• Continuously strive to enhance the customer experience by identifying areas for improvement and suggesting initiatives.

Requirements

• Proven experience in customer service, preferably in a B2B or SaaS environment.
• Strong communication skills, both written and verbal, with the ability to convey information clearly and empathetically.
• Ability to build rapport quickly and manage customer relationships with professionalism and care.
• Strong problem‑solving skills with the ability to think critically and find effective solutions in high‑pressure situations.
• Familiarity with CRM tools and customer support software (e.g., DevRev, Superblocks, Airtable, etc.) is a plus.
• Strong attention to detail and a passion for delivering outstanding customer experiences.
• Ability to work independently and as part of a collaborative team.
• A positive, can‑do attitude with a commitment to maintaining high levels of customer satisfaction.

Core Competencies

Demonstrates expertise in customer service within B2B or SaaS environments, focusing on effective communication, problem‑solving, and customer relationship management. Committed to enhancing customer satisfaction through proactive issue resolution and continuous improvement initiatives.

Highest‑signal resume keywords

• Customer Service Experience
• B2B Environment Familiarity
• Strong Communication Skills
• Problem‑Solving Skills
• CRM Tools Familiarity

ATS Optimization Keywords

Soft Skills

• Strong Attention to Detail
• Ability to Build Rapport
• Positive Attitude
• Ability to Work Independently
• Collaborative Teamwork

Industry Keywords

• Customer Satisfaction Metrics
• Customer Experience Enhancement
• Service Level Agreements
• Issue Resolution
• Customer‑First Approach

Tools & Technologies

• CRM Tools
• Customer Support Software
• DevRev
• Superblocks
• Airtable