Customer Support Agent, Spanish, Chinese
Fintiba GmbH
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇴 Colombia
Visit company websiteJob Level
JuniorMid-Level
About the role
- Support international customers via email (Zendesk), phone, and occasionally chat with questions about our products, services, and processes.
- Prioritize and categorize tickets according to SLAs and use macros and templates effectively.
- Handle customer concerns independently and follow up proactively until they are completely resolved.
- Escalate cases based on a defined escalation matrix and ensure a smooth handover to other teams.
- Ensure professional and error-free communication in terms of tone, grammar, and spelling.
- Work in a goal-oriented manner according to KPIs such as response time, solution time, and customer satisfaction.
- Maintain the knowledge base, report gaps, and actively contribute to improving documentation.
- Work closely with internal teams (e.g., banking, insurance, operations, technology) and external partners to resolve customer cases efficiently.
- Identify recurring problems and provide structured feedback to further develop processes and products.
Requirements
- At least 2 years of experience in customer service or contact center environments.
- Strong customer and service orientation.
- Excellent written and spoken Spanish, English and Chinese skills.
- Confident use of ticketing systems (preferably Zendesk) and standard office tools.
- Familiarity with SLAs, KPIs, and SOPs; reliability in achieving goals and adhering to process discipline.
- Strong de-escalation skills and the ability to handle difficult customer situations professionally.
- Fully remote-capable: stable internet connection, quiet workspace, headset, and reliable availability.
- Advantageous: experience in fintech, banking, insurance, or supporting international students.
Benefits
- A varied, professional working environment in an exciting and future-proof industry, where cooperation, diversity, and mutual respect are paramount.
- Flat hierarchies, fast decision-making, and flexible working hours.
- A fully remote role from Colombia, with flexibility to manage your work-life balance.
- An international and collaborative work culture with colleagues worldwide.
- Competitive salary with performance-linked incentives.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceticketing systemsZendeskSLAsKPIsSOPsdocumentationproblem identificationde-escalation
Soft skills
customer orientationservice orientationprofessional communicationgoal-orientedreliabilityproactive follow-upstructured feedbackhandling difficult situations