CUSTOMER SERVICE MANAGER

About Us
Sorso Wellness Water provides advanced water purification solutions designed to deliver cleaner, healthier, and better-tasting water. Its unique process removes up to 99% of contaminants and then alkalinizes, ionizes, and hydro boosts the water for enhanced quality. Sorso also offers whole-home water filtration and softener systems for comprehensive household protection. The company focuses on high-performance, reliable products that support wellness-focused lifestyles and long-term customer satisfaction.

Key Responsibilities
• Lead and oversee daily customer service operations.
• Manage, train, and support the customer service team.
• Develop and improve customer service processes, workflows, and standards.
• Monitor KPIs such as response time, resolution time, customer satisfaction, and team performance.
• Handle escalated customer issues and ensure proper resolution.
• Oversee inquiries related to products, installations, troubleshooting, orders, returns, warranties, and service requests.
• Work closely with Sales, Operations,



and Technical Support to improve the customer experience.
• Identify recurring issues and implement solutions to prevent them.
• Develop customer service guidelines, scripts, FAQs, and internal procedures.
• Provide management with regular reports, insights, and recommendations.
• Take ownership of the overall customer experience and continuously identify opportunities for improvement.

Qualifications
• 4–5+ years of customer service experience in a leadership and management position.
• Proven experience managing or leading a customer service team.
• Strong understanding of customer experience and support operations.
• Excellent leadership, communication, organization, and problem-solving skills.
• Professional written and verbal English proficiency (B2+ or higher).
• Experience with CRM and customer service platforms.
• Ability to work independently and take ownership in a remote environment.
• Experienc

📌 Customer Service Manager (Colombia)
🏢 Sorso Wellness Water
📍 Colombia