Customer service representative

About the role

As a customer service representative you are the first voice of the brands we serve. You handle customer enquiries by phone, chat, email and WhatsApp for Dominican and Latin American accounts, resolving situations with clarity, empathy and speed. This is an entry-level role with full paid training. You do not need previous call centre experience. You need to communicate well, stay calm and learn quickly.

Key responsibilities

• Handle 50 to 80 interactions per shift across voice, chat, email and WhatsApp, depending on the assigned programme
• Resolve enquiries at first contact wherever possible, targeting first contact resolution of 75 percent or above
• Document every interaction completely and accurately in the client CRM system
• Escalate complex or high-severity cases to the team leader following the documented protocol
• Follow each client's tone and brand guidelines in all communication
• Handle refund requests, order modifications, service changes and billing enquiries within authorised limits
• Update customer information in compliance with Law 172-13 and client data handling requirements
• Handle sensitive situations, including cancellations, complaints and service failures, using de-escalation techniques
• Meet the average handle time (AHT) targets specific to the assigned programme
• Complete post-interaction notes within the target after call work (ACW) time
• Take part in daily start-of-shift huddles, quality calibration sessions and refresher training
• Meet schedule adherence and attendance targets
• Propose knowledge base improvements when you identify recurring issues
• Support periods of high seasonal demand with availability for additional hours

Required qualifications

• Native or equivalent Spanish, with excellent spoken and written expression
• Secondary education completed
• Ability to type at least 35 words per minute with 95% accuracy
• Comfort working in a Windows environment with several applications at once
• Availability for rotating shifts, including weekends and public holidays
• Availability to work onsite in Santo Domingo
• Valid Dominican ID or work permit

Preferred qualifications

• Previous experience in customer service, retail, hospitality or a call centre
• University study in progress or completed
• Knowledge of CRM platforms (Zendesk, Salesforce, Freshdesk, HubSpot)
• English at A2 level or above, with an interest in developing it
• Experience in relevant sectors: banking, telecommunications, e-commerce, tourism

About Corpshore Dominicana

Corpshore Dominicana is the Dominican delivery arm of Corpshore Solutions Corporation, Toronto. We deliver BPO, IT and AI services from four Dominican cities, and we promote from within.

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