Customer Service Specialist – External Referrals (Quetzaltenango)

About the role

We are seeking a Customer Service Specialist to manage external referrals, answer incoming consumer calls, and resolve issues through phone, online networks, or email. The role is based in Quetzaltenango and focuses on delivering high‑quality support while meeting performance objectives.

Key responsibilities

• Answer incoming calls and contact consumers, vendors, partners, or other parties as needed.
• Listen to customers, identify root causes of cases, and provide appropriate solutions.
• Maintain up‑to‑date knowledge of account policies, products, and support platforms.
• Document all assisted cases, keep accurate logs in the account system, and perform required data entry.
• Communicate with supervisors, team members, and other teams regarding problems, solutions, and trends.
• Ensure confidentiality of account information and adhere to data protection guidelines.

Required profile

• Ability to understand and follow established performance objectives and quality standards.
• Commitment to maintaining confidentiality of sensitive account information.
• Strong attention to detail for accurate case documentation and data entry.