Customer Experience Associate (Remote)

About the role

We are seeking a professional, composed communicator to serve as the front‑line support for U.S.‑based businesses in healthcare, real estate, finance and professional services. The role involves handling inbound and outbound client interactions, resolving inquiries and ensuring every touchpoint meets brand standards.

Key responsibilities

• Handle inbound and outbound calls, emails and chat inquiries within defined SLAs.
• Qualify client needs, route or escalate issues appropriately.
• Resolve complaints and service issues with empathy and a solution‑first mindset.
• Log all interactions accurately in the CRM, including notes, outcomes and next steps.
• Follow up on open cases until fully resolved.
• Support client onboarding and early‑stage account management.
• Meet daily and weekly KPIs such as call volume, resolution rate, CSAT and response time.
• Identify recurring issues and surface feedback patterns to the team.

Required profile

• 3+ years of customer service or client support experience, preferably in a BPO handling U.S. clients.
• Experience with defined call scripts, escalation protocols and SLA requirements.
• Proven record of being measured on CSAT, FCR or call handle time metrics.
• Strong spoken and written English (C1 level preferred).
• Average tenure of at least one year per of the last three positions.
• Bachelor’s degree or relevant experience preferred.

Required skills

• Experience with CRM or ticketing platforms such as Salesforce, HubSpot or Zendesk.

What we offer

• Competitive salary based on experience.
• Immediate payroll enrollment under Peruvian labor law with full statutory benefits.
• Private health insurance (Rímac EPS) from day one.
• Fixed U.S. business hours – no rotating shifts.
• Long‑term placement with a single dedicated U.S. client and career growth opportunities.