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Customer Service Representative (CSR) – Remote | Empathetic Support for U.S. Clients

Location: Fully Remote (LATAM-based) | 40 hours per week

Role Summary & Mission

Higher Options is seeking a warm, detail-oriented Bilingual Customer Service Representative to support U.S.-based clients across phone, email, and chat. If you're someone who takes pride in delivering accurate, empathetic service, loves organizing information, and enjoys being part of a collaborative team, this role was made for you.

In this position, you’ll help customers understand services, resolve inquiries, and ensure every interaction is well-documented and followed through with care. You’ll also identify cross-sell opportunities, contribute to team process improvements, and maintain up-to-date records using CRM tools. Your success will be measured by customer satisfaction, task accuracy, and your ability to maintain structured yet compassionate communication.

We especially encourage candidates who thrive in structured, service-driven environments, who are bilingual (English/Spanish),



and who are committed to making each customer interaction count.

Responsibilities
- Respond to customer inquiries via phone, chat, and email with clarity, empathy, and accuracy.
- Document every interaction in our CRM and supplier portals—keeping all records updated, clean, and actionable.
- Process service changes like orders, renewals, and cancellations with attention to accuracy and timeliness.
- Troubleshoot and resolve customer concerns, escalating complex cases when needed.
- Follow up proactively to ensure client satisfaction and retention.
- Support sales and upsell opportunities by identifying client needs and recommending services.
- Contribute to internal improvements, including documentation, templates, and FAQs.
- Meet service‑level metrics including response times, call quality, and cross‑sell performance.

Qualifications & Work Environment
- Languages: Advanced bilingual fluency in English and Spa

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1aqx9c

📌 Customer Service Representative (Colombia)
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