Customer Service Representative
Remote · Mexico or Argentina
Job Summary
Handle high-volume customer support across phone, email, and chat as a Customer Service Representative (CSR) working remotely within LATAM time zones. Responsibilities include resolving issues promptly, delivering a positive support experience, maintaining clear communication under pressure, aiming for first-contact resolution (FCR), escalating complex cases to Tier 2 or technical teams, managing tickets and SLAs, updating knowledge bases and templates, and collaborating with Product, Engineering, and Operations teams. Earn CSAT/NPS targets (CSAT ≥ 90%), track KPIs like AHT and SLA adherence, and provide empathetic, organized, and scalable support across Zendesk, Freshdesk, and Salesforce Service Cloud. Proficiency in English (written and verbal), multitasking across channels (phone, email, live chat, social) and experience in SaaS/e-commerce/healthcare/finance environments are preferred; multilingual support is a plus. The role emphasizes delivering clear, professional, and resolution-focused customer experiences through structured ticket management and knowledge-base improvements.
Required Qualifications
- 1–2+ years in customer service, call center, or support roles
- Experience using Zendesk, Freshdesk, Salesforce Service Cloud
- Strong typing and multitasking
- Excellent written and verbal English
- Proficiency with Microsoft Office and Google Workspace
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.