Customer Service Agent

We are looking for bilingual Customer Service Agents with strong troubleshooting skills and a proven track record in delivering high-quality customer support. This role is part of Elektra Go’s new in-house Contact Center and requires excellent communication skills, active listening, and the ability to manage inquiries through multiple channels. Candidates must have experience using softphones and CRM tools. Responsibilities Handle inbound and outbound customer interactions via phone, chat, email, and WhatsApp. Perform step-by-step troubleshooting, identify root causes, and provide clear resolutions. Use probing questions to gather accurate information and accelerate case resolution. Support users with account access, app functionality, remittance flows, card usage, and identity verification. Document all cases clearly and accurately in the CRM system Escalate complex issues to Product, IT, or Risk teams following established workflows. Maintain high standards of customer service, empathy, accuracy, and professionalism. Flag recurring issues to help identify bugs, inefficiencies, or process improvements. Meet KPIs related to quality, productivity, adherence, and customer satisfaction. Adhere to punctuality, attendance, and internal Contact Center policies Requirements Minimum 3 years of verifiable experience in customer service or contact center roles. Bilingual English–Spanish, written and spoken (testing required). Strong troubleshooting and problem-solving skills. Proven use of softphone systems (e.g., Five9, Dialpad, Talkdesk, Zendesk Voice, Aircall, RingCentral, Avaya, etc.). Ability to ask targeted probing questions to diagnose issues. Strong customer service skills, including conflict resolution and empathy statements. Excellent active listening and communication abilities. Experience working with CRM tools (HubSpot, Zendesk, Salesforce, Freshdesk, etc.). Own computer equipment and reliable internet connection. High level of responsibility, discipline, and commitment.