Customer Service Executive

Languages Required: Spanish, Portuguese, English
Job Type: Full-time

Job Summary:

We are seeking a highly motivated and customer-focused Customer Service Executive to join our team in Guatemala City. The ideal candidate will be fluent in Spanish, Portuguese, and English, and will be responsible for delivering exceptional customer support by addressing inquiries, resolving issues, and ensuring a positive customer experience.

Key Responsibilities:

• Handle customer inquiries via phone, email, and chat professionally and efficiently.
• Resolve customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain a deep understanding of company products, services, and policies to provide accurate information.
• Identify customer needs and assist them in using specific features of products and services.
• Escalate unresolved issues to the appropriate department and follow up as necessary.
• Maintain customer records, document interactions, and update account information as needed.
• Work collaboratively with internal teams to enhance customer satisfaction and optimize support processes.
• Meet performance metrics, including response time, resolution time, and customer satisfaction scores.
• Adapt to new processes, tools, and best practices to improve service quality.

Qualifications & Skills:

• Fluency in Spanish, Portuguese, and English (both written and spoken) is required.
• Previous experience in customer service, call centers, or a similar role is preferred.
• Strong communication and interpersonal skills.
• Ability to handle high-volume customer interactions in a fast-paced environment.
• Problem-solving skills with a customer-first attitude.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Strong organizational skills and attention to detail.
• Ability to work flexible shifts, including weekends and holidays, if required.

Benefits:

• Competitive salary and performance-based incentives.
• Health and wellness benefits.
• Professional development and growth opportunities.
• Collaborative and supportive work environment.