Contact Center Agent

Responsibilities

• Handle incoming calls, chats, and tickets from customers, providing timely and accurate information.
• Resolve customer complaints and issues by identifying solutions and ensuring follow-up until resolution.
• Deliver exceptional service to ensure a positive customer experience and maintain high satisfaction levels.
• Develop a thorough understanding of company products, services, and policies.
• Diagnose customer issues, troubleshoot problems, and provide appropriate solutions in a professional manner.
• Accurately record all interaction details and resolutions in the CRM or call tracking system.
• Manage a high volume of interactions while meeting quality standards and KPIs such as CSAT and SLAs.
• Collaborate with other departments to ensure comprehensive resolution of customer concerns.

Requirements

• Native Spanish speaker is required.
• Fluent English proficiency.
• Strong problem-solving and conflict-resolution abilities.
• Excellent verbal and written communication skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Patience, empathy, and a customer-focused attitude.

Preferred Qualifications

• Previous experience in a call center, customer service, or a related role.
• Familiarity with CRM software, call center tools, or ticketing systems.

Benefits

• High-growth, multicultural, and friendly work environment.
• Hybrid work model and shorter Fridays.
• Private health insurance, including nutrition and therapy support.
• Grocery vouchers and office snacks/breakfast.
• Wellhub (Gympass) access.
• Language exchange opportunities.

About the Company

Factorial is an all-in-one HR software and a fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize employee data, and make better business decisions. We serve thousands of customers across more than 60 countries with a diverse, multicultural team of over 900 people.