Customer Relations Agent

Role Overview

• Handle incoming merchant queries (by phone, email, or chat) on topics like terminals, payouts, fees, app support, account changes, and more.
• Diagnose issues, follow product and support playbooks, and resolve or escalate using defined workflows.
• Create and manage Zuper jobs (collections, swaps, accessory deliveries) with complete and accurate data for the Supply Chain team.
• Run recovery or terminal return calls after merchant churn, following the CR Recovery Call guide.
• Deliver consistently high productivity, CSAT, and quality scores—always communicating with empathy and clarity.
• Correctly classify tickets in Sprinklr or Zendesk, feeding valuable data into dashboards and reporting tools.

Requirements

• Strong spoken and written Spanish; comfortable using English for internal tools and training.
• Excellent communicator with an active listening style and a customer-first mindset.
• Prior experience in customer support, call center, or operations (in payments, banking, or SaaS is a plus).
• Confident navigating multiple systems: Zendesk/Sprinklr, Zuper, CRM/CDP, and basic Excel.
• Detail-oriented, organized, and able to maintain quality in a fast-paced environment.
• Willingness to work shifts aligned with merchant demand (including occasional evenings or weekends).

Benefits

• Collaborative environment
• Opportunities to learn new skills