Bilingual Customer Service Representative| On-Site | Medellín, El Poblado

At RAM BPO, we support international clients who expect fast, accurate, and professional service — every single interaction. We're hiring Bilingual CSRs based in Medellín who are serious about quality, comfortable in high-volume environments, and ready to represent global brands with confidence from our El Poblado office.

If you're fluent in both Spanish and English, have real customer service experience, and want a stable on-site role in one of Medellín's best locations — this is worth your time.

WHAT YOU'LL DO

• Handle inbound and/or outbound customer interactions via phone, email, chat, or ticketing systems — professionally and efficiently

• Resolve customer inquiries, complaints, and service requests with a focus on first-contact resolution

• Accurately document all interactions in CRM or ticketing platforms (no shortcuts, no missing fields)

• Escalate complex or sensitive issues following established protocols — knowing when to escalate is part of the job

• Meet or exceed KPIs: response time, resolution time, quality scores, and CSAT metrics

• Adhere strictly to client scripts, workflows, compliance requirements, and data confidentiality standards

HARD REQUIREMENTS (Do not apply if you don't meet all of these)

• Bilingual: Spanish and English — B2+ minimum in both, verbal and written. You will be tested.

• 1–3 years of experience in customer service, call center, BPO, or client support environments

• Must be based in Medellín or able to commute daily to El Poblado — this is a fully on-site position.

• Proficiency with CRM or ticketing platforms (Zendesk, Salesforce, Freshdesk, or equivalent)

• Strong computer skills: email, chat platforms, data entry, multitasking across systems

• Proven ability to handle high interaction volumes without sacrificing quality

• Availability to work flexible schedules, including potential weekend or holiday coverage, based on client requirements

NICE TO HAVE

• Experience supporting multicultural or international client bases

• Background in U.S. or UK-facing customer service campaigns

• Familiarity with BPO performance metrics and quality assurance processes

WHAT WE OFFER

• On-site position in El Poblado, Medellín — one of the city's most accessible and well-connected areas

• Structured onboarding and clear performance expectations from day one

• Exposure to international clients and a multicultural work environment

• Defined KPIs — you'll always know exactly what's expected of you

• Real growth path for high performers into QA, team lead, or training roles