Customer Service Representative

About the Role

We are assisting Corporación F&M in recruiting a full-time Customer Service Representative based in Peru working remotely. You will enhance customer experience by empathetically and accurately resolving complex challenges. The company is committed to providing innovative consulting and technology solutions that help organizations optimize processes, drive growth, and achieve sustainable results.

Compensation

Salary: PEN 1200 per month plus bonuses up to 5% of the base salary.

Key Responsibilities

• Handle customer inquiries, questions, and requests across various platforms including email, chat, phone, and social media.
• Provide clear and precise information regarding company products, services, processes, and policies.
• Guide customers in using the company’s platforms, applications, or tools.
• Effectively manage incidents, complaints, and problems promptly to ensure a positive customer experience.
• Follow up on cases until fully resolved while keeping customers informed about their status.
• Escalate complex cases to the appropriate departments when necessary.
• Manage modifications, cancellations, returns, or refunds in accordance with company policies.
• Record and update customer information and cases within CRM or service platforms.
• Maintain professional, empathetic, and courteous communication at all times.
• Meet performance indicators such as service level agreements (SLA), response times, customer satisfaction, and first-contact resolution.

Qualifications and Skills

• Proficiency in social media management, incident management, CRM systems, customer service, and service level agreements (SLA).
• Native-level fluency in Spanish.
• Reading proficiency in English.

Reporting

Reporting to FYM.