Customer Service Agent

hace 6 días

Barranquilla, Atlántico, Colombia Overseas Network A tiempo completo

The Role

We are seeking a
Customer Service Agent
for a new digital product, a business dedicated to creating seamless travel experiences for sports fans worldwide. This position blends
sales, service, and hospitality
, ensuring every client interaction reflects our commitment to excellence. The ideal candidate is proactive, personable, and skilled at turning every conversation into an opportunity to enhance the customer journey.

Location:
Barranquilla, Colombia (Hybrid); will consider remote in Colombia.

Key Responsibilities:

  • Deliver outstanding customer service across various channels, including live chats, inbound and outbound calls.
  • Assist and guide customers with inquiries and service-related questions, providing real-time support.
  • Promote and reinforce the sale of services such as transportation, activities, and additional experiences.
  • Ensure a smooth customer journey by addressing needs, concerns, or issues with empathy and efficiency.
  • Support booking processes by confirming details, suggesting complementary services, and upselling when appropriate.
  • Collaborate with internal departments to resolve issues and ensure a high standard of service delivery.
  • Monitor and follow up on customer interactions to maintain high satisfaction and retention levels.

What we're looking for:

  • Strong communication and interpersonal abilities.
  • Previous experience in customer service, preferably in hospitality or tourism.
  • Sales-oriented mindset, with the ability to identify and act on opportunities to promote services.
  • Proficiency in Microsoft Office (especially Excel), Google Sheets, and live chat or call center platforms.
  • Ability to multitask and remain detail-oriented under pressure.
  • Fluent in English – C1 Level. Additional languages are a plus.
  • Flexibility to work in dynamic, fast-paced environments.
  • Strong organizational and problem-solving skills.

Schedule:
Shifts are assigned on a rotating weekly or monthly basis to support a 24/7 service model once the product is fully launched. Current shift coverage includes:

  • Prime Time:
    2:00 PM – 10:00 PM (USET)
  • International Support:
    6:00 AM – 2:00 PM (USET)
  • Overnight Support:
    10:00 PM – 6:00 AM (USET)

Benefits:

  • Vacations: 15 business days, start accumulating on the first day of employment.
  • Discounted hotel rates for personal travel (after 3 month probation period)
  • Add on: All legal benefits.

About Us:

At Overseas Network, the story starts with YOU. Since 2000, we've built our success on people — the talent, creativity, and passion that fuel every journey we design. When you join our team, you're not just filling a role; you're becoming part of the story we tell the world. Our purpose is simple:
every destination has a story to tell.
Each department brings that vision to life in its own way. We continue to expand our business offerings into digital products, which are unique to the hospitality space.

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