Post-Sale Care Specialist for VIP, Refunds & Fraud

Holafly; Medellín; Hybrid; COP 40,734,387 - 61,101,580; Part time

Job summary

Holafly is seeking a Customer Care Specialist to oversee the post-sale experience. This role requires effective management of customer feedback, refunds, and disputes using platforms like Intercom and Shopify. The ideal candidate will have 1-2 years of relevant experience and exceptional skills in both Spanish and English.

The position is contractor-based, offering flexible working hours to meet operational needs in the global connectivity industry.

Qualifications

• 1 to 2 years of experience in Customer Care or Post‑Sale Operations.
• Exceptional emotional resilience and genuine empathy.
• Advanced written communication skills in Spanish and English.

Responsibilities

• Manage refunds and disputes based on company policies.
• Analyze purchasing patterns to detect fraud.
• Respond to public user feedback and manage online reputation.
• Provide support to affiliates and influencers.
• Take ownership of unresolved cases and official claims.
• Adapt to changing business priorities and workflows.

Skills

Emotional resilience

Customer experience management

Analytical skills

Fraud detection

Tools

Intercom

Shopify

PayPal

Adyen

Trustpilot

Job description

Holafly is seeking a Customer Care Specialist to oversee the post-sale experience. This role requires effective management of customer feedback, refunds, and disputes using platforms like Intercom and Shopify. The ideal candidate will have 1-2 years of relevant experience and exceptional skills in both Spanish and English.

The position is contractor-based, offering flexible working hours to meet operational needs in the global connectivity industry.