Chat - Customer Service Agent (Hybrid - Intermediate Advanced English Proficiency B2-C2)

As a Customer Care Professional – Chat, you will play a key role in delivering exceptional customer experiences through our digital servicing channel. You will be responsible for understanding customer needs, providing timely and accurate solutions, and building trust through clear, empathetic, and professional written communication.

In this fast-paced digital environment, you will leverage your problem-solving skills, product knowledge, and digital tools to resolve inquiries efficiently, promote self-service capabilities, and create positive customer experiences.

Minimum Qualifications

- Flexibility to work 6-hour shifts, 5 days per week, within operating hours of 8:00 a.m. to 10:00 p.m., including rotating schedules, weekends, and holidays.
- Bachelor's degree completed or ongoing university studies, with at least 50% of the degree program completed.
- Minimum of 1 year of customer service experience in phone, chat, or face-to-face environments.
- Strong written communication skills, with the ability to deliver clear, concise, grammatically accurate, and customer-focused messages.
- Ability to manage challenging customer interactions with empathy, professionalism, and a solution-oriented approach.
- Basic proficiency with digital tools, customer relationship management (CRM) systems, and navigating multiple applications simultaneously.
- Typing speed of at least 40 words per minute (WPM), with a strong focus on accuracy.
- Strong reading comprehension, grammar, and written communication skills.
- Ability to follow established procedures, maintain attention to detail, and consistently meet performance expectations.
- Strong organizational and time-management skills, with the ability to prioritize tasks in a fast-paced digital environment.

Preferred Qualifications

- Previous experience in contact center environments, particularly within financial services, retail, travel, or business process outsourcing (BPO).
- Bilingual proficiency in English and Spanish, including strong written and verbal communication skills.
- Experience working in performance-driven environments with metrics such as Quality, Chat Handling Time (CHT), Recommend to a Friend (RTF), First Contact Resolution (FCR), and Average Contact Resolution (ACR).
- Experience guiding customers through digital platforms, self-service tools, or online servicing capabilities.
- Demonstrated ability to identify customer pain points, recommend solutions, and contribute to continuous improvement initiatives.
- Strong analytical thinking, problem-solving, and de-escalation skills when managing complex customer scenarios.
- Experience supporting peers through coaching, mentoring, knowledge sharing, or training activities.
- Ability to adapt to changing priorities, technologies, and customer expectations in a dynamic digital servicing environment.