We are seeking a highly motivated and detail-oriented Back Office Agent to join our team. The
ideal candidate will be responsible for analyzing the results of BPO vendors to ensure the best
customer experience and maintaining a stable operational plan. This role involves supporting
external functions, tracking current issues and solving problems by analyzing performance
results.
As a Junior Back Office Agent you will:
● Collaborate with internal and external stakeholders to ensure excellent customer
support;
● Participate in the Scrum process and monitor operational queues;
● Responsible for handling Special Cases (RG and DPO issues), collaborating with
internal compliance and legal processes;
● Perform CSAT analysis, focusing primarily on promoters and passives, with occasional
attention to detractors;
● Identify and highlight opportunities for process improvement;
● Conduct daily calls for alignment and improvement initiatives.
What you will bring
● Experience in online customer service;
● Product knowledge will be considered an asset;
● Strong analytical and prioritization skills;
● Active listening skills;
● Proficiency in PC skills and MS Office, G-Suite;
● Advanced communication skills;
● Availability to work in shifts (24/7), including weekends and holidays;
● Fluency in Spanish and English.