COL - Customer Service Representative

hace 4 días

Bogotá Cundinamarca, Colombia Tidal A tiempo completo
Job Title: Customer Service Representative
Contractor Fee: $1,700-$2,300/month (USD)
Work Arrangement: Remote
Engagement Type: Independent Contractor
Commitment: Open to Part-time or Full-time
Company Overview:

Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have offshore team-building experience and aim to help businesses leverage global talent.

About This Role:

We're hiring a Customer Experience & Operations Support Specialist to support a fast-growing, premium direct-to-consumer brand in the home and lifestyle space.

This role is intentionally designed to balance high-touch customer support during peak periods with operational and administrative support during slower seasons, ensuring consistent value year-round. You'll serve as backup and overflow coverage for customer inquiries while also supporting internal teams with order coordination, wholesale support, reporting, and process improvement work.

The ideal candidate is empathetic with customers, highly organized, and comfortable shifting between customer-facing work and behind-the-scenes operational tasks.

Key Responsibilities:
Customer Experience & Support
  • Respond to customer inquiries related to orders, returns, exchanges, refunds, and product questions via email and other digital channels
  • Provide overflow and coverage support when the primary CX agent is unavailable or during seasonal spikes
  • Resolve issues in line with brand policies while maintaining a high standard of empathy and professionalism
  • Maintain strong product knowledge to confidently answer questions and make recommendations
Wholesale & Order Support
  • Assist with wholesale, bulk, and corporate order coordination
  • Support order logistics, ticketing, and basic freight-related coordination
  • Respond to wholesale partner questions related to orders and products
Operations & Internal Support (Off-Peak Focus)
  • Support internal teams with order tracking, inventory coordination, and reporting
  • Assist with basic administrative and operational tasks as assigned
  • Collaborate with fulfillment and warehouse partners to ensure smooth order execution
  • Help document CX processes, FAQs, and internal workflows to improve efficiency
Feedback & Continuous Improvement
  • Capture customer feedback and identify recurring themes or issues
  • Contribute ideas for improving customer experience, internal processes, and documentation
  • Act as a customer advocate internally by flagging trends and opportunities for improvement
Software/Platforms/Tools:
  • Helpdesk or ticketing systems (e.g., Gorgias, Zendesk, or similar)
  • Shopify or similar eCommerce platforms
  • Google Workspace (Docs, Sheets, Gmail)
  • Slack or similar team communication tools
Qualifications:
  • 3–5 years of freelancing experience.
  • Excellent written and verbal English communication (C1 or C2 level).
  • 1–3 years of experience in customer support, customer experience, or operations support
  • Experience supporting a DTC, eCommerce, or retail brand preferred
  • Strong written English communication skills with a calm, empathetic tone
  • Highly organized, detail-oriented, and comfortable juggling multiple priorities
  • Ability to think end-to-end from both a customer and business perspective
  • Proactive self-starter who can adapt workload based on seasonal demand
  • Comfortable working independently in a remote, fast-moving environment
Shift Schedule:
  • Monday to Friday, with some overlap with US business hours preferred
  • Increased coverage expectations during peak seasons and promotional periods
  • Flexible task allocation during off-peak periods

  • Customer Service Representative

    hace 1 semana

    Bogotá, Colombia IGT Solutions Private Limited A tiempo completo

    **Role: Customer Service Representative / Call Center Representative/ Sales Customer Service Representative** **Working days (5 days in a Week including weekend)** **Location : Bogota & Medellín** Main Duties and Responsibilities: 6+ months of call center or Customer service experience, in a multinational company is an required. Good to have experience...

  • Customer Service Representative

    hace 6 días

    Bogotá, Colombia IGT Solutions Private Limited A tiempo completo

    **Role: Customer Service Representative / Call Center Representative/ Sales Customer Service Representative** **Working days (5 days in a Week including weekend)** **Location : Bogota & Medellín** Main Duties and Responsibilities: 6+ months of call center or Customer service experience, in a multinational company is an required. Good to have experience...

  • Experienced Customer Service Representative

    hace 2 semanas

    Bogotá, Cundinamarca, Colombia Midfield Management A tiempo completo

    Company: Midfield ManagementWebsite: Salary: Competitive + performance bonusesStart: ImmediateRole: Dedicated customer service representative to support clients in property management, operations, sales, and maintenance inquiries, ensuring exceptional satisfaction and retention.Responsibilities:Respond to and resolve customer inquiries via phone, email, and...

  • Customer Service Representative

    hace 2 semanas

    Bogotá, Colombia Lean Solutions Group A tiempo completo

    En Lean Solutions Group buscamos Customer Service Representatives para una reconocida empresa logística. Salario base: $3.200.000 COP Bono nocturno adicional: $300.000 COP (además del recargo legal si trabajas en la noche) Horarios disponibles: Opción 1: Lunes a Viernes 6:00 a.m. a 6:00 p.m. (40 horas semanales, horario asignado por...

  • Bilingual Customer Service Representative

    hace 1 semana

    Bogotá, Colombia CMVC - Your School of Progress A tiempo completo

    Bilingual Customer Service Representative We’re looking for a Bilingual Customer Service Representative to join our team in Bogotá ! Monday to Friday | 7:00 a.m. to 5:00 p.m. Join an educational project with social impact where you’ll connect with prospective students interested in studying at international universities. Your responsibilities will...

  • Customer Service Representative

    hace 2 semanas

    Bogotá, Colombia Tuyo Health A tiempo completo

    **Join Tuyo Health as a Customer Service Representative!** Tuyo Health is a company dedicated to providing innovative healthcare solutions through top-tier customer support. We are committed to enhancing patient experiences and ensuring seamless communication in the healthcare industry. Do you have a **C1 English level** and experience in customer service?...

  • Customer Service Representative

    hace 1 semana

    Bogotá, Cundinamarca, Colombia MANN+HUMMEL A tiempo completo

    Customer Service Representative Bogotá, D.C., Kolumbien | Vertrieb | Berufserfahrene | Unbefristet | November 14, 2024Job Description **YOUR RESPONSIBILITIES** - Ensures MANN+HUMMEL COLOMBIA delivers first class service by taking ownership of the order to delivery process. - Manages orders processing duties for North of South America, Central America &...

  • Customer Service Representative

    hace 1 semana

    Bogotá, Colombia Callnovo A tiempo completo

    **Customer Service Representative (English & Spanish) - Remote** **Company**:Callnovo Inc.** **Key Responsibilities**: - Answer customer calls and address inquiries. - Manage and resolve missed calls. - Acquire in-depth product knowledge. - Complete additional customer-requested tasks. **Requirements**: - 1-2 years of customer service experience. -...

  • Customer Service Representative #

    hace 1 semana

    Bogotá, D.C, Brazil, Colombia Solvo S A tiempo completo

    Estamos buscando candidatos para esta vacante disponible en #Cali y #Bogotá. Postula ahora Vacante: Customer Service Representative Modalidad: On-site en Cali y Bogotá Horario: Lunes a viernes | Tiempo completo Descripción del puestoSerás el primer punto de contacto para proveedores médicos y miembros, gestionando comunicaciones entrantes y salientes...

  • Customer Service Representative

    hace 6 días

    Bogotá, Cundinamarca, Colombia Beckett Simonon A tiempo completo

    **Beckett Simonon** is a men's footwear e-commerce company serving the US market and we're looking for a Customer Service Representative to join our office in Bogotá, Colombia. We strive to deliver an extraordinary online shopping experience and a stellar service. Your goal will be to WOW customers daily with kindness and a caring attitude.We are a...