Company brief
We are Sworkz, a nearshoring company headquartered in Miami, FL. with operations in Medellín, Colombia. Launched in November 2021, our long-term goal is to match US businesses’ growth with positive impact. In Sworkz you'll find more than a workplace! We promote a creative environment where all ideas are welcome, leaders are eager to help you grow and co-workers will support you every step of the way.
Job Summary:
We are seeking a dedicated and experienced Mid-Level Customer Service Representative to join our team. The ideal candidate will have a proven track record in customer support, with at least 2-4 years of relevant experience, strong communication skills, and the ability to handle complex customer interactions. This role requires someone who is proactive, solutions-oriented, and committed to providing exceptional service.
Key Responsibilities:

• Manage incoming phone calls and address customer inquiries efficiently and professionally.
• Identify and assess customers’ needs to achieve high levels of satisfaction and resolve issues.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information using appropriate methods and tools.
• Meet personal and team sales targets and call handling quotas, contributing to overall team goals.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Maintain detailed records of customer interactions, process customer accounts, and file relevant documents.
• Follow communication procedures, guidelines, and policies, and take the extra mile to engage customers, and other activities the company may require from you.

Requirements and Skills:

• Proven customer support experience or experience as a Client Service Representative (2-4 years preferred)
• Ability to troubleshoot technical issues.
• Familiarity with ticketing systems (e.g., Zendesk, Jira).
• Strong phone contact handling skills and active listening abilities
• Customer-oriented with the ability to adapt and respond to various customer personalities
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively
• High school diploma or equivalent
• Prioritize, and manage time effectively

What we offer

• Monday to Friday. Weekends off.
• 47 hours per week contrato indefinido (we usually work less).
• Free PAC Sura + Free Body tech gym.
• Full paid training.
• USA calendar.
• USA Client Shift.
• Onsite in Medellin, Mall Vizcaya.

Job Type: Full-time
Application Question(s):

• Do you have experience managing? incoming support tickets related to EDI and API issues.

Education:

• High school or equivalent (Required)

Experience:

• customer support: 3 years (Required)
• providing support related to EDI and API issues: 1 year (Required)

Language:

• English C1? (Required)