About this role
Minimum Qualifications
- Flexibility to work 6 hours/ 5 days per week on both day and evening schedules (between 6:00am and 11:00pm); weekend availability is required.
- Bachelor’s degree completed or ongoing university studies (at least 50% of the program completed).
- 1+ year of customer service experience (phone, chat, or face-to-face).
- Strong communication skills with clear, customer-focused messaging.
- Ability to manage difficult conversations with empathy and professionalism.
- Basic proficiency using digital tools, CRMs, and multitasking while interacting with customers.
- Availability to work on rotating schedules, including weekends/holidays.
- Proven ability to follow procedures and meet performance expectations.
- Preferred Qualifications
- Experience in contact centers within financial services, retail, travel, or BPO environments
- Bilingual proficiency (English/Spanish) in verbal and written communication.
- Familiarity working in KPI-driven environments (Quality, CHT, RTF, FCR, ACR).
- Experience educating customers on self-service tools or digital adoption.
- Demonstrated ability to identify customer pain points and propose improvements.
- Strong problem-solving and de-escalation skills in complex scenarios.
- Experience providing peer coaching, mentoring, or training support.