We are hiring a Customer Service Representative with experience supporting U.S. clients and strong English. Full-time and on-site in San Isidro, with full benefits from Day 1 and private health insurance (Rímac EPS), 100% covered by the employer.
Who You Are
You have 3+ years of experience in customer service or client support, handling calls, emails, and chat for U.S. clients in a BPO. You are calm and professional, you enjoy solving problems, and you follow through until every case is closed. You are used to working with call scripts, escalation steps, and performance metrics. You are looking for a stable, long-term position with a single U.S. client where you can keep growing.
What You’ll Be Doing
- Handle inbound and outbound calls, emails, and chat inquiries professionally and within defined SLAs.
- Understand each client’s need and route or escalate issues when needed.
- Resolve complaints and service issues with empathy and a solution-first mindset.
- Log every interaction in the CRM, with clear notes, outcomes, and next steps.
- Follow up on open cases until they are fully resolved.
- Support client onboarding and early account management.
- Meet daily and weekly targets for call volume, resolution rate, quality, and response time.
Requirements
- Strong spoken and written English — C1 preferred.
- 3+ years in customer service or client support — BPO or U.S.-client experience preferred and must be documented on your resume.
- CRM or ticketing platform experience (Salesforce, HubSpot, Zendesk, or similar).
- Your last 3 positions should reflect an average tenure of at least 1 year per role; this will be verified during the screening process.
- Calm under pressure, empathetic, and solution-oriented.
- Comfortable working under performance metrics and documented SOPs.
- Bachelor's degree or relevant experience preferred.
Benefits
- S/ 2,200 – S/ 2,500 per month, based on experience.
- Immediate payroll enrollment from Day 1 — fully registered under Peruvian labor law (Régimen General).
- 100% statutory benefits — CTS, gratificaciones, vacaciones, and AFP/ONP contributions per Peruvian regulations.
- Private health insurance through Rímac EPS, 100% covered by the employer.
- Long-term career placement with a single dedicated U.S. client.
- 40 hours per week, shift to be confirmed with the client (fixed U.S. business hours — no rotating shifts).
- Exposure to U.S. business standards, tools, and professional culture.
- Career growth opportunities — many of our Associates grow with the same client for years.