Full-Time

Colombia - Bogota

Job Summary We are hiring Customer Service Analyst (English) who will listen to clippings of live US call intents from customers calling into an IVR system. These customers will need to be routed to the appropriate workflow to meet and resolve their needs which may involve payments, complaints, changes, and cancellations. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks.

Position: This position requires one to work remote

Job Responsibilities:

- Analyze voice clippings of live customers and routing to them to the appropriate workflow, for their intent.
- Enter data & caller queries/concerns by inputting alphabetic/numeric information into interface/database accurately.
- Develops understanding on client applications. Based on intent, should be able to route calls. Working on Client’s CRM tool.
- Understand the operating workflows in areas such as payments, complaints, changes, & cancellations
- Deliver on fast & accurate response times when analyzing customer intents and assigning to workflows.
- Achieve quality targets with respect to daily audits that meet service level agreements.
- Should be able to maintain decent performance against the defined Key Performance Indicator (KPI) such as Accuracy, Response Time, and Time out.
- Navigate through multiple computer applications with speed & accuracy.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

- 18+ years of age with a minimum of a High School Diploma/GED/ Secondary School GCSE
- Entry-level job with little or no prior relevant work experience, customer facing experience a preferred.




- High level of English proficiency (minimum B2 level or higher, especially in listening) speak, read, write, & understand the language.
- Capable of working well under pressure and meeting strict deadlines
- Strong attention to detail & exceptional level of accuracy
- High-speed internet with at least 20 Mbps download speed and 3mpbs upload speed, wired connection (no Wi-Fi or hotspot).
- High computer proficiency & overall technical knowledge
- Willing to work rotative schedules 24/7 5 days a week with 2 days off during weekdays.
- Able to clear the client test/lessons in training.
- Must pass computer literacy & typing test.

Benefits and Perks:

- Monthly salary up to COP$2,882,000, this includes basic salary and variable up to 25%, according to performance . The basic monthly salary is COP$2,306,000.
- A retention bonus of COP$500,000 given at (3) months of employment.
- A retention bonus of COP$1,000,000 given at (6) months of employment.
- Stable, full-time employment
- Paid training
- Opportunity for professional development

Continuum Integral Solutions

Continuum Global Solutions is a leading business process outsourcing (BPO) provider specializing in customer care and support services. With operations spanning multiple countries, Continuum leverages advanced technology and skilled professionals to deliver seamless, high-quality customer interactions for clients across various industries, including telecommunications, healthcare, finance, and retail.

Our Vision

Be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results.

Our Mission

Empower and support our employees to reach unimaginable heights while growing our business to make a global impact.

📌 Customer Service Intent Analyst - English (Bogotá)
🏢 Continuum Global Solutions
📍 Bogotá