Our Company: Salvatech is passionate about delivering results with the best talent in each industry. We create innovative solutions, which deliver exceptional outsourcing services, creating value for companies to grow their staff abroad. At Salvatech, we pride ourselves on the amazing team culture we have built in our company! Seeing our employees happy and comfortable is one of our top priorities. Location: Salvatech - Colombia Remote Environment: Colombian and International Teams Language: English – Advanced Full-time / Monday to Friday, 9:00 AM to 6:00 PM Pacific Time Salary: $3.000.000 - $3.500.000 COP Role Summary: The Customer Service Representative will handle inbound and outbound communications with customers via phone, WhatsApp, and email. This role ensures that each client receives a timely and effective response to inquiries, complaints, and service requests. The CSR is also responsible for managing internal ticketing workflows, routing issues to the right department, and tracking resolution progress. This person plays a key role in reinforcing our commitment to superior customer service. Responsibilities: Answer and manage customer inquiries via phone, WhatsApp, and email. Triage and route support tickets using Zoho Desk. Assign customers to appropriate sales reps (retail vs. wholesale). Track inquiries, claims, and resolutions through internal systems. Maintain detailed records of customer interactions and issues. Provide product information, stock availability, and return policies. Support front-line store staff virtually during peak hours. Escalate complex issues to the proper team for resolution. Provide feedback on recurring issues to improve operations. Qualifications: Proficiency in English and Spanish (written and spoken). High school diploma required; college degree preferred. Minimum 2 years of customer service experience. Experience in retail, call center, or B2B service preferred. Familiarity with using CRMs or helpdesk software. Excellent verbal and written communication. Active listening and empathy. Tech-savvy with experience using multiple systems. Conflict resolution and problem-solving. Attention to detail and organization. Ability to multitask and manage time effectively. Preferred Qualifications: Experience in fragrance, beauty, or retail industries. Familiarity with Zoho Desk, Zoho CRM, or similar tools. Knowledge of order fulfillment or e-commerce systems. Work Setup Requirements: To perform this role effectively, you must have: A quiet home office space to work optimally. A stable internet connection (minimum 100 MB). A laptop/desktop with updated software. A secondary backup internet option to ensure reliability.