Customer Care Agent- Colombia

Description

We are looking for a Global Customer Care Agent to join our customer Care team in Colombia.

The Customer Success agent will play a pivotal role in ensuring the satisfaction and retention of our valued customers. We are looking for a person who is dedicated to ensuring customer satisfaction and have the managerial skills to drive excellence

Responsibilities

•  Nurturing long-term relationships, proactively identifying issues, and driving customers throughout their journey with our product.
• Overseeing, mentoring and managing a team of Customer cares agents, as well as managing customers directly and ensuring  their satisfaction with the solution and processes.
• Develop and maintain strong relationships with customers, acting as their primary point of contact and trusted advisor.
• Collaborate with cross-functional teams to ensure seamless onboarding, product adoption, and ongoing success for each customer.
• Monitor customer status, identify potential risks, and showcase new product features and functionality.
• Proactively identify opportunities for growth and expansion within existing customer accounts.

Requirements

• 3+ years of professional experience in leading customer-facing teams. 
• 2+ years of professional experience in the Hospitality field.
• Experience in building or supporting differentiated service tiers or unique customer segments.
• Proficiency in using customer CRM and engagement tools.
• Strong project management skills.
• Ability to influence, persuade, negotiate, and build good relations with customers.
• Passion for customer success and a commitment to delivering an outstanding customer experience.
• Willing to provide a “Hands-on” approach.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong verbal and written English communication skills.
• Availability to work shifts including weekends.