Customer Service Representative (Hybrid)

MEDLIFE; Lima Metropolitana; Híbrido; PEN 36.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work position

Salary above the market

Flexibility

Career growth opportunities

Benefits package

Descripción de la vacante

MEDLIFE is seeking a Customer Service Assistant to be the primary contact for participants and families, ensuring a smooth pre-departure experience and timely resolution of inquiries across email, phone, and other channels.

You will coordinate flight bookings, process refunds and trip changes, and work with internal teams to provide accurate and empathetic support. Strong English skills and CRM experience are essential.

Formación

• 1+ year of experience in customer service, contact centers, travel support, or a related client-facing role.
• Strong written and verbal communication skills; native or professional-level English required (evaluated by a certified institution). Professional-level Spanish is a plus.
• Experience using CRM platforms (HubSpot or similar) to log and track interactions.
• Comfort managing a high volume of inquiries with accuracy and empathy under time pressure.
• Strong attention to detail, especially with policies, refunds, and booking logistics.
• Problem-solving mindset and sound judgment when applying policy guidelines to real situations.
• Cultural sensitivity and comfort discussing international travel, safety, and logistics with participants and families.
• Experience with flight booking or travel coordination is a plus.

Responsabilidades

• Guide participants through every stage of their pre-departure journey for Service Learning Trips, making sure they complete all required steps on time.
• Respond to participant and parent questions via email, phone, and other communication channels with friendly, accurate, and empathetic support.
• Provide friendly, accurate, and empathetic customer support at every touchpoint.
• Coordinate travel-related logistics and help participants complete required steps before departure, including flight bookings.
• Process refunds, cancellations, and trip changes according to MEDLIFE policies.
• Assist participants in resolving issues or concerns before their trips, escalating to the right team when needed.
• Schedule and coordinate meetings or calls with participants when needed.
• Collaborate with internal teams (Trips, Finance, Chapter Coaches) to ensure participants receive timely, consistent support.
• Maintain accurate records of every participant interaction in HubSpot (or a similar CRM platform).
• Assist in the flight booking process.

Conocimientos

Customer service

Communication

HubSpot

CRM software

Travel support

English proficiency

Spanish language

Attention to detail

Herramientas

HubSpot

Descripción del empleo

About us:

MEDLIFE is a non-profit organization that partners with low-income communities in Latin America and Africa to improve their access to medicine, education, and community development projects. Our mission is to build a worldwide Movement empowering the poor in their fight for equal access to healthcare, education, and a safe home. Our vision is a world free from the constraints of poverty. MEDLIFE works with students from around the world in order to broaden their perspectives and better equip them to advocate for social justice.

Our ideal Customer Service Assistant:

We're looking for someone who is energized by helping people feel prepared and confident, and who takes pride in delivering fast, accurate, and empathetic support. The ideal Customer Service Assistant thrives in a fast-paced environment where success depends on clear communication, meticulous attention to detail, and the ability to keep participants and their families calm and confident before international travel.

This role is ideal for someone with experience in customer service, contact centers, travel or hospitality support, or account management, who enjoys managing a high volume of interactions while solving problems quickly and accurately. You are organized, highly accountable, comfortable working with CRM systems and established policies, and able to balance empathy with efficiency.

About the role:

The Customer Service Assistant is often the participant's and their family's main point of contact with MEDLIFE, so this role directly protects the participant experience and the trust MEDLIFE has built with volunteers and their families around the world. This means responding quickly and accurately across email, phone, and other channels, coordinating logistics like flights, and working closely with internal teams to make sure every question gets resolved.

What will your day-to-day look like at MEDLIFE?

• Guide participants through every stage of their pre-departure journey for Service Learning Trips, making sure they complete all required steps on time.
• Respond to participant and parent questions via email, phone, and other communication channels with friendly, accurate, and empathetic support.
• Provide friendly, accurate, and empathetic customer support at every touchpoint.
• Coordinate travel-related logistics and help participants complete required steps before departure, including flight bookings.
• Process refunds, cancellations, and trip changes according to MEDLIFE policies.
• Assist participants in resolving issues or concerns before their trips, escalating to the right team when needed.
• Schedule and coordinate meetings or calls with participants when needed.
• Collaborate with internal teams (Trips, Finance, Chapter Coaches) to ensure participants receive timely, consistent support.
• Maintain accurate records of every participant interaction in HubSpot (or a similar CRM platform).
• Assist in the flight booking process.

What will you bring?

• 1+ year of experience in customer service, contact centers, travel support, or a related client-facing role.
• Strong written and verbal communication skills; native or professional-level English required (evaluated by a certified institution). Professional-level Spanish is a plus.
• Experience using CRM platforms (HubSpot or similar) to log and track interactions.
• Comfort managing a high volume of inquiries with accuracy and empathy under time pressure.
• Strong attention to detail, especially with policies, refunds, and booking logistics.
• Problem-solving mindset and sound judgment when applying policy guidelines to real situations.
• Cultural sensitivity and comfort discussing international travel, safety, and logistics with participants and families.
• Experience with flight booking or travel coordination is a plus.
• Flexibility to go to the field / hotels for briefings as required.
• Live in Lima or Cusco, Perú

What do we offer you?

• Hybrid work position.
• Salary above the market
• Flexibility
• Opportunities for career growth
• And more benefits package.