Customer Service Agent

We are looking for bilingual Customer Service Agents with strong troubleshooting skills and a proven track record in delivering high-quality customer support. This role is part of Elektra Go’s new in-house Contact Center and requires excellent communication skills, active listening, and the ability to manage inquiries through multiple channels. Candidates must have experience using softphones and CRM tools.

Responsibilities

• Handle inbound and outbound customer interactions via phone, chat, email, and WhatsApp.
• Perform step-by-step troubleshooting, identify root causes, and provide clear resolutions.
• Use probing questions to gather accurate information and accelerate case resolution.
• Support users with account access, app functionality, remittance flows, card usage, and identity verification.
• Document all cases clearly and accurately in the CRM system
• Escalate complex issues to Product, IT, or Risk teams following established workflows.
• Maintain high standards of customer service, empathy, accuracy, and professionalism.
• Flag recurring issues to help identify bugs, inefficiencies, or process improvements.
• Meet KPIs related to quality, productivity, adherence, and customer satisfaction.
• Adhere to punctuality, attendance, and internal Contact Center policies

Requirements

• Minimum 3 years of verifiable experience in customer service or contact center roles.
• Bilingual English–Spanish, written and spoken (testing required).
• Strong troubleshooting and problem-solving skills.
• Proven use of softphone systems (e.g., Five9, Dialpad, Talkdesk, Zendesk Voice, Aircall, RingCentral, Avaya, etc.).
• Ability to ask targeted probing questions to diagnose issues.
• Strong customer service skills, including conflict resolution and empathy statements.
• Excellent active listening and communication abilities.
• Experience working with CRM tools (HubSpot, Zendesk, Salesforce, Freshdesk, etc.).
• Own computer equipment and reliable internet connection.
• High level of responsibility, discipline, and commitment.