About this role
Role Overview
- Provide premium, high-level support to VIP clients via chat, email, phone (when needed);
- Ensure 24/7 coverage, specifically handling night shift operations;
- Respond to customer inquiries promptly and professionally;
- Resolve complex issues efficiently while maintaining VIP service standards;
- Escalate technical or high-priority cases to relevant departments when necessary;
- Monitor customer accounts and proactively identify potential issues;
- Meet KPIs related to response time, resolution time, and customer satisfaction;
- Adapt to rotating schedules, including weekends and holidays;
- Ensure smooth shift handovers between day and night teams.
Requirements
- Upper-Intermediate level to advanced of English (fluent written and spoken);
- Fluent Spanish speaker;
- Previous experience with customer support is not mandatory, but will be considered a plus;
- Experience handling live chat and email interactions will be considered an advantage.
Benefits
- Provide premium, high-level support to VIP clients via chat, email, phone (when needed);
- Ensure 24/7 coverage, specifically handling night shift operations;
- Respond to customer inquiries promptly and professionally;
- Resolve complex issues efficiently while maintaining VIP service standards;
- Escalate technical or high-priority cases to relevant departments when necessary;
- Monitor customer accounts and proactively identify potential issues;
- Meet KPIs related to response time, resolution time, and customer satisfaction;
- Adapt to rotating schedules, including weekends and holidays;
- Ensure smooth shift handovers between day and night teams.