Client Experience Specialist

Join to apply for the Client Experience Specialist (Colombia) role at DOXA Talent . About Us At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly. We foster a vibrant and supportive team culture that prioritizes happiness and well-being, ensuring personal and professional growth. The Role The Client Experience Specialist serves as the first point of contact for our customers, representing the brand with professionalism, empathy, and accuracy. This role is responsible for managing a high volume of inbound and outbound communication, ensuring every client interaction is handled with care, efficiency, and a commitment to our “Client for Life” standard. The position supports U.S.-based operations remotely and is a vital part of our customer care and service delivery team. Location: Must be in Colombia – Remote. Environment: Colombian and International Teams. Language: Advanced English (B2+ - C1). Timezone: Monday to Friday – 8:30 AM – 5:30 PM PST. Contract: Non-fixed Term Colombian Contract. Requirements 2+ years in customer service, client support, or contact center environments (home services or construction experience is a plus). Exceptional English communication skills (both written and verbal). Strong multitasking and problem-solving abilities. Comfort working in a high-volume call environment while maintaining quality and professionalism. Experience with CRM or service management systems preferred (ServiceTitan or similar is a plus). Key Attributes Warm, professional, and empathetic communication style. Detail-oriented and accountable. Team player with a “find a way to help” mindset. Able to adapt quickly to changing priorities and maintain composure under pressure. Passionate about delivering an excellent client experience from first call to final follow-up. Education Bachelor’s Degree in Psychology, Business Administration, or related field. Experience Extensive experience in customer service, technical support, and billing for international clients. Previous roles in healthcare insurance, data administration, and client experience management , supporting both internal teams and end-users. Background in talent management and operations , ensuring smooth communication and process efficiency. Skills Advanced English communication (B2+/C1). Strong organizational, analytical, and interpersonal skills. Skilled in CRM management, client follow-up, and issue resolution. Proficient with Microsoft Office, Google Suite, Trello, Monday , and cloud-based service systems . Ability to handle confidential and sensitive information with discretion. Characteristics Empathetic and client-focused. Reliable and results-driven. Quick learner with excellent attention to detail. Collaborative and supportive with strong teamwork orientation. Committed to continuous improvement and customer satisfaction. Responsibilities Inbound Support Answer high volumes of inbound calls with professionalism and attention to detail. Handle inquiries related to payments, deposits, billing questions, and warranty support. Complete new customer intake, create customer accounts, and accurately document all details in our CRM system. Perform lead qualification to ensure callers are homeowners, confirm service needs, and route appropriately to the correct department. Manage call-back requests, follow-ups, and ensure prompt customer communication. Outbound Support Conduct follow-up calls to ensure customer satisfaction after services are completed. Support proactive outreach campaigns for maintenance, warranty renewals, or post-job feedback. Assist with appointment confirmations, rescheduling, and general communication updates. Customer Experience Act as a brand ambassador, ensuring every customer feels heard, supported, and valued. Identify opportunities to improve customer experience and elevate recurring issues or trends to supervisors. Maintain up-to-date knowledge of company services, policies, and warranties to provide accurate information. #J-18808-Ljbffr