French Speaking Customer Advisor, Email & Chat Support
Ecolab
Salary
💰 COP 2,600,000 - COP 3,000,000 per month
Job Level
Junior
About the role
- Deliver world-class support to creators worldwide; act as first point of contact for users.
- Handle customer inquiries via live chat and email.
- Resolve product issues with speed and empathy, ensuring high customer satisfaction (CSAT).
- Proactively acknowledge customers, escalate complex cases, and issue fair credit refunds when appropriate.
- Document customer feedback and pain points for Product and Engineering teams.
- Maintain clear SOPs, playbooks, AI runbooks, Intercom macros, and Help Center articles to improve scalability and self-service.
- Contribute to continuous improvement of CX processes.
Requirements
- Excellent English writing skills (B2+/C1); comfort with fast-paced, global communication.
- 1–3 years experience in customer support or BPO (SaaS/software support and hospitality environments are pluses).
- Strong empathy, clear communication, and ability to stay calm under pressure.
- Problem-solving skills to determine whether issues need escalation to Product/Engineering.
- Comfortable using support platforms such as Intercom, Zendesk, or Salesforce.
- Familiarity with Discord, social media, or video tools is a plus.
- Ability to work remotely with reliable internet.
- Must be based in Colombia and able to work remotely from Colombia.
