Bilingual Customer Service Representative| On-Site | Medellín, El Poblado

At RAM BPO, we support international clients who expect fast, accurate, and professional service — every single interaction. We're hiring Bilingual CSRs based in Medellín who are serious about quality, comfortable in high-volume environments, and ready to represent global brands with confidence from our El Poblado office.

If you're fluent in both Spanish and English, have real customer service experience, and want a stable on-site role in one of Medellín's best locations — this is worth your time.

WHAT YOU'LL DO

Handle inbound and/or outbound customer interactions via phone, email, chat, or ticketing systems — professionally and efficiently Resolve customer inquiries, complaints, and service requests with a focus on first-contact resolution Accurately document all interactions in CRM or ticketing platforms (no shortcuts, no missing fields) Escalate complex or sensitive issues following established protocols — knowing when to escalate is part of the job Meet or exceed KPIs: response time, resolution time, quality scores, and CSAT metrics Adhere strictly to client scripts, workflows, compliance requirements, and data confidentiality standards HARD REQUIREMENTS (Do not apply if you don't meet all of these) Bilingual: Spanish and English — B2+ minimum in both , verbal and written.

You will be tested. 1–3 years of experience in customer service, call center, BPO, or client support environments Must be based in Medellín or able to commute daily to El Poblado — this is a fully on-site position. Proficiency with CRM or ticketing platforms (Zendesk, Salesforce, Freshdesk, or equivalent) Strong computer skills: email, chat platforms, data entry, multitasking across systems Proven ability to handle high interaction volumes without sacrificing quality Availability to work flexible schedules, including potential weekend or holiday coverage , based on client requirements NICE TO HAVE Experience supporting multicultural or international client bases Background in U.

S. or UK-facing customer service campaigns Familiarity with BPO performance metrics and quality assurance processes WHAT WE OFFER On-site position in El Poblado, Medellín — one of the city's most accessible and well-connected areas Structured onboarding and clear performance expectations from day one Exposure to international clients and a multicultural work environment Defined KPIs — you'll always know exactly what's expected of you Real growth path for high performers into QA, team lead, or training roles