Customer Service Representative

Position Summary

We are seeking a customer-focused and detail-oriented Customer Service Representative (Intake) to join our team in Zone 16, Guatemala City. This role serves as the first point of contact for clients, receiving and processing new cases, gathering required information, and ensuring each case is accurately documented and routed to the appropriate department.

The ideal candidate has excellent communication skills, strong organizational abilities, and a passion for delivering outstanding customer service.

Key Responsibilities

• Serve as the first point of contact for clients via phone, email, and other communication channels.
• Receive, document, and process new client cases (Intake).
• Collect and verify all required information to ensure accurate case creation.
• Maintain detailed and organized records in the company's systems.
• Route cases to the appropriate department for further processing.
• Follow up with clients when additional information is needed.
• Provide exceptional customer service while maintaining professionalism and empathy.
• Ensure compliance with company policies and established procedures.
• Meet productivity, quality, and response time standards.

Qualifications

• High school diploma required; college coursework is a plus.
• Previous experience in Customer Service, Intake, Call Center, Case Management, or a related role preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in Microsoft Office and the ability to learn new software systems quickly.
• Strong problem-solving skills and a customer-first mindset.

What We Offer

• Competitive salary.
• Opportunities for professional growth and career advancement.
• Ongoing training and development.
• Supportive and collaborative work environment.
• Long-term employment opportunity.
• Benefits in accordance with Guatemalan labor law.

If you are passionate about helping people, enjoy working in a fast-paced environment, and thrive on providing exceptional customer service, we encourage you to apply.