Job Description - Customer Service Associate:
What are the duties and actions Customer Service Associates must perform in the Colombia team?
- Communicate with clients professionally and courteously, interpreting their needs before, during, and after interactions through various channels, such as phone, mail, and chat.
- Ensure the accuracy and confidentiality of all client-related information, including account details, credit card information, billing information, and customer identification.
- Adhere to the standard procedures, guidelines, and specific account policies regarding client interaction and communication.
- Meet or exceed Key Responsibility Areas (KRAs) and Key Performance Indicators (KPIs) set by the client, which may include assistance and adherence, quality assurance (QA), sales/conversion rates, productivity, call management time, and/or Customer Satisfaction (CSAT)/Customer Service Index (CSI).
- Engage with clients and perform tasks to enhance the customer experience, including providing appropriate resolutions, monitoring customer responsibilities,



and maintaining interaction records in the provided system.
- Process customer accounts and verify/validate client files/documents to ensure customer commitment.
- Actively listen to and address client concerns, identifying opportunities for process improvements.
- Generate and submit required reports as specified by the account and/or immediate supervisor.
- Collaborate with supervisors to identify learning opportunities, career paths, and professional development for growth.
- Maintain professional communication with clients in the assigned language.

Job Requirements - Customer Service Associate:
What does it take to succeed in the Customer Service Associate role in Colombia?
- High school diploma or equivalent.
- Minimum age of 18 years.
- Excellent written and verbal communication skills with attention to detail.
- The ability to adapt communication style to various audiences and multitask effect

📌 Customer Service Associate (Medellín)
🏢 Fusion CX
📍 Medellín