English Customer Support Agent - LATAM

5CA Group; Villa El Salvador; Remote; PEN 41,000 - 62,000; Full time

Benefits offered by this job

Remote work

International team

Comprehensive training

Career development opportunities

Job summary

5CA Group is seeking a Customer Support Agent to join a remote, multinational team that supports electronics and ecommerce brands. You will communicate with customers via email, live chat, social media and phone, and troubleshoot issues to ensure satisfaction.

Our program includes comprehensive training, a flexible remote setup, and ongoing learning opportunities within a diverse international company with colleagues from 80+ countries and 25+ languages.

Qualifications

• Advanced English speaking and writing (C1+).
• Willingness to provide phone support.
• Experience in a customer service environment is a plus.

Responsibilities

• Provide customer service via email, live chat, social media and phone.
• Calmly troubleshoot issues and help customers resolve their needs.
• Participate in assisted training to improve skills and service quality.

Skills

English (C1+)

Job description

As a Customer Support Agent at 5CA, you'll provide customer service for multinational Consumer electronics and E-commerce companies as part of a large international team. You'll be on the front line talking to customers via email, live chat, social media, and phone. You'll be responsible for calmly troubleshooting their issues and helping them out when they need it the most. You'll also undergo assisted training to help you develop and improve your skills to provide the best customer support for our clients and their customers.

About You

• You speak and write English at an advanced level (minimum C1).
• You are located in Colombia, Costa Rica, El Salvador, Guatemala, Nicaragua, Panama, or Peru.
• You are ok with providing phone support.
• You are interested in E-commerce, consumer electronics, and customer satisfaction
• You are always open to working with new technologies and products
• You are a fast learner, take the initiative and excel at troubleshooting
• You have a dedicated quiet workspace located within your residence
• (Optional) Experience in a Customer service environment is a plus.

Technical Requirements

• A minimum internet speed of 15 Mb/s download and 15 Mb/s upload with Latency <120 ms, internationally
• A minimum of 8 GB RAM
• Windows 11 (All editions except Windows S Mode), or macOS 13.0 or newer
• A processor with a CPU Mark of at least 7368 or higher, similar to i5-8300H (Has to be 8th Gen Intel or above, if Ryzen, 2nd Gen or above)
• An Integrated Graphics card.
• A smartphone usable for two-factor authentication that runs at least:
• Android 10.0 or newer
• Apple iOS 16.0 or newer

What we offer:

• The flexibility to work 100% remotely with no wasted commute time and travel costs
• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
• A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness
• Innovative digital tools and comprehensive training, with access to our library of online training courses
• Various learning and career development initiatives throughout the year
• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few

About 5CA

We are a remote-first CX company working with passionate agents worldwide. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience.

Our community is full of digital natives and gamers that troubleshoot with care for the brands they love, from home, in their languages. We work with people from all cultures and backgrounds and champion diversity and inclusion in all we do.

By sending your application, you understand that your data will be stored in our recruitment database. Your data will be held and used by 5CA primarily for the purposes of considering your application and your suitability for employment with us and will generally be kept for one year, unless we need to keep your data longer.

• As part of this recruitment process, 5CA may conduct a screening activity on your publicly available social media accounts registered on Twitter, Linked-In, Facebook and Instagram. For further details, please refer to our privacy policy.