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Customer Service Associate

hace 2 semanas

Medellín, Colombia Fusion CX A tiempo completo

**About the Role**

**Key Responsibilities**
- Accurately interpret customer needs and provide appropriate resolutions aligned with standard operating procedures
- Ensure the accuracy, confidentiality, and protection of all customer information, including account, billing, and identification data
- Adhere strictly to operational procedures, quality guidelines, and account-specific policies
- Meet or exceed defined Key Responsibility Areas (KRAs) and Key Performance Indicators (KPIs), including quality, productivity, and customer satisfaction
- Maintain complete and accurate records of all customer interactions in approved systems
- Process customer accounts and validate customer files and documentation as required
- Identify opportunities to improve processes and enhance the customer experience
- Actively listen to customers, demonstrate empathy, and maintain a professional conversation throughout each interaction
- Collaborate with supervisors on reporting, learning opportunities, and performance improvement
- Prepare and submit required reports as defined by the process or immediate supervisor

Responsibilities may evolve based on business and operational requirements.

**Job Requirements**:
**Education**
- Graduation from a recognized institution

**Experience & Skills**
- Prior experience in customer service, contact center, or customer support roles preferred
- Ability to handle multi-channel customer interactions with clarity and professionalism
- Strong attention to detail and documentation accuracy
- Understanding of customer confidentiality and data protection requirements
- Ability to meet defined performance metrics related to quality, productivity, and customer satisfaction
- Strong listening, communication, and problem-solving skills
- Ability to work in a structured, work-from-office environment

**Work Mode**
- Work From Office (WFO)
- Location: Colombia

**Why Join Fusion CX?**:
Fusion CX offers structured customer service jobs in Colombia within a professional contact center environment. Employees benefit from clearly defined processes, consistent performance expectations, and opportunities to build long-term careers in customer support operations. Fusion CX values accountability, service quality, and steady professional growth.