Customer Service / Medellin / On site (BGC)
Description
🎫 Customer Care Agent - Customer service agent
(Bilingual: English / Spanish)
🇬🇧 Job Description (English)
⭐ Key Responsibilities
⏱️ Provide complete and accurate information within required timeframes.
📄 Ensure full compliance with FIFA ticketing policies and regulations.
🎧 Handle customer inquiries via email, webform, letters, and other channels using the FIFA knowledge base.
☎️ Manage inbound and outbound calls, including clarifying ticketing inquiries following FIFA escalation procedures.
♿ Offer support and guidance to disabled customers and customers with limited mobility.
🗂️ Support administrative tasks such as data entry, document review, system testing (CRM & online portals), and translation/review of customer-facing texts.
🤝 Assist team members when needed and contribute to achieving monthly KPIs.
⏰ Maintain punctuality and follow the approved work schedule and internal company standards.
🧠 Skills & Qualifications
Strong customer service mindset.
Excellent communication skills across multiple channels.
Ability to follow regulations and internal procedures.
Experience with back-office tasks and customer support tools (e.g., CRM).
Teamwork, adaptability, and reliability.