Description: It is essential that you have: * Completed High School; a Bachelor's degree (completed or in progress) in Administration, Communications, Marketing, or related fields is desirable * Minimum of 1 year of experience in customer service via phone and written channels * Proficiency in oral and written communication * A problem-solving mindset, commitment to continuous improvement, and analytical capability—with a data- and results-driven focus * Attention to detail, proactivity, and resilience * Time management skills and a strong sense of urgency (multitasking) * Communicates empathetically and purposefully with team members, stakeholders, and customers * Capable of giving and receiving feedback * Enjoys an environment where you are consistently challenged to exceed your limits and adapt easily * Experience with customer service software such as Zendesk, Intercom, Salesforce, or similar—especially Zendesk * Experience with customer service metrics, including CSAT, TMA, TPR, SLA, Recontact, and FCR * Intermediate knowledge of Microsoft Office / Google Suite Not mandatory, but it would be amazing if you also have: * Courses focused on CX, Customer Success, Public Speaking, Project Management, or basic English * Experience serving and delighting our customers through Zapay’s communication channels—primarily online (WhatsApp, Email, Social Media) and telephone (0800) * Delivers courteous and empathetic customer service, acting as the primary point of contact for answering questions, analyzing internal procedures, forwarding requests, and providing general support * Registers and tracks requests and complaints, seeking agile and effective solutions to ensure customer satisfaction * Collects customer insights and feedback to drive continuous product improvement and issue reporting * Identifies and shares opportunities to improve internal team processes to increase productivity * Monitors product updates and performs tests to verify issues reported by customers * Represents the voice of our customers within the company and participates in initiatives that connect customers with the rest of the organization 2512210202551931899