We are looking for an empathetic, articulate, and highly organized Customer Service Representative to serve as a primary point of contact for customers across phone, email, and live chat.

The idóneo candidate will have previous experience in Customer Service, preferably in a high-volume environment, and be comfortable managing multiple conversations and systems simultaneously. This role is responsible for handling customer inquiries, providing accurate order and tracking information, resolving issues, and maintaining a high level of customer satisfaction while meeting established response-time expectations.

Key Responsibilities

- Handle inbound customer inquiries through phone, email, and live chat.
- Provide accurate information regarding order status, shipment tracking, ETAs, and general inquiries.
- Investigate customer issues and provide timely and effective resolutions.
- Navigate multiple systems to locate information and respond to customers efficiently.
- Manage customer complaints professionally and use empathy and active listening to de-escalate challenging situations.
- Maintain accurate customer, order, and interaction information in CRM and ticketing systems.
- Document customer interactions, resolutions, and follow-up actions accurately.
- Meet established response-time and service-level expectations across all communication channels.
- Manage multiple customer interactions simultaneously in a fast-paced environment.
- Escalate complex or unresolved issues to the appropriate team when necessary.
- Collaborate with internal teams to resolve order, shipment, and service-related issues.




- Maintain a customer-focused approach while working toward strong Customer Satisfaction (CSAT) results.
- Follow established customer service procedures, communication standards, and escalation processes.

Requirements

- Previous experience in Customer Service is required, preferably in a high-volume environment.
- Advanced English communication skills, written and verbal (B2+ required).
- Experience providing customer support through multiple channels, including Chat, Email, and Voice.
- Proficiency with ticketing systems and CRM platforms, such as Zendesk, Freshdesk, or Salesforce.
- Experience with cloud telephony systems such as Five9 or Avaya is preferred.
- Strong computer literacy and fast typing skills for real-time chat support.
- Excellent written and verbal communication skills.
- Strong empathy, active listening, and conflict-resolution skills.
- High attention to detail when entering order information and documenting customer interactions.
- Strong multitasking and prioritization skills.
- Ability to work effectively in a fast-paced, high-volume environment.
- Strong problem-solving, time-management, and organizational skills.
- Preferred Experience
- Previous experience in Logistics, Supply Chain, Transportation, or B2B Customer Support.
- Experience managing omnichannel customer support.
- Familiarity with parcel tracking systems and shipping processes.
- Knowledge of shipping regulations and transportation terminology.
- Experience working with customer service metrics such as CSAT, response times, and service levels.

📌 Customer Service Representative (Barranquilla)
🏢 Lean Solutions Group
📍 Barranquilla