Customer Experience Representative (Remote, Peru)

About the role

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

Key responsibilities

• Handle inbound and outbound calls, emails, and chat inquiries professionally within defined SLAs.
• Qualify client needs, route or escalate issues appropriately, and resolve complaints with empathy.
• Log all interactions accurately in the CRM, including notes, outcomes, and next steps.
• Follow up on open cases until fully resolved and 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. client accounts.
• Strong spoken and written English (C1 level preferred).
• Experience with defined call scripts, escalation protocols, and SLA requirements.
• Proven track record measured on CSAT, FCR, or call handle time metrics.
• Calm under pressure, empathetic, solution‑oriented, and comfortable working under performance metrics.

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 100% statutory benefits.
• Private health insurance (Rímac EPS) from day one.
• Fixed U.S. business hours with no rotating shifts.
• Long‑term career placement with a single dedicated U.S. client and opportunities for growth.