Customer Support Advisor (Remote in Colombia)

About The Role

Job Title:   Customer Support Advisor
Location: Remote based in Colombia
Terms: 6 month contract moving to permanent / Full-Time 40h weekly
Salary:  Monthly Gross 3.5M Colombian Pesos
Schedule:  Monday to Sunday– Rotational 8h shifts covering 7am to 7pm Columbia time

This is an exciting opportunity for an experienced Customer Support Advisor. This is a 6 month fixed contract ( with 30 days probation) moving to indefinite contract based on performance to work remotely from Colombia.
 
This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role and the opportunity to support global customers.
Otonomee is an early stage, fast growing business and this is an opportunity to join at a very exciting time.
 
 
ABOUT THE TEAM  
Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more.
 
WHAT YOU'LL BE DOING
 
Customer Support:

• Resolve customer issues related to purchase, orders Resolve customer issues related to purchase, orders, shipping, and warranty with precision.
• Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues

Customer Interaction:

• Deliver premium customer service through both chat, email and phone channels.
• Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.
• Exceptional verbal and written communication skills. Ability to articulate information clearly and concisely.

Proactive Problem-Solving:

• Anticipate and address potential issues, preventing disruptions before they impact the customer experience.
• Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives.

Product Knowledge:

• Maintain up-to-date knowledge of our products and services to effectively assist customers.
• Contribute to the creation and updating of knowledge base articles for internal and customer reference.

Empathy and Communication:

• Demonstrate empathy and active listening skills during customer interactions.
• Communicate complex concepts in a clear and understandable manner.

Quality Assurance:

• Adhere to established quality standards in all customer interactions.
• Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.

Your profile

Minimum Qualifications:

• High school diploma or equivalent
• Minimum of 3-4 years of proven experience in Customer service, with a focus on live interactions, in both chat, email and phone channels
• Have a growth, curious mindset and ability to adapt to changing policies and guidelines.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficient in troubleshooting order, shipping, and operational issues.
• Familiarity with CRM systems and knowledge base tools.
• Excellent written and verbal communication skills
• Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
• Demonstrate ability to handle challenging customer interactions with professionalism.

Preferred Skills:

• Be the voice of the customer, advocate for an experience aligned with the brand.
• Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
• Demonstrate ability to handle challenging customer interactions with professionalism.
• Ability to collaborate with cross-functional teams and contribute to a positive team environment

Why us?

WHAT YOU GET IN RETURN:

• Fully Remote work based in Colombia
• An Oura Ring to use in your everyday life. 
• A competitive salary
• Internet Allowance 
• 6 month fixed contract moving to indefinite contract based on performance 
• Equipment provided
• Home office allowance 
• A Buddy on joining 
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility

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About us

Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus.

Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them.

Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia.

We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences.

At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard.  Together, we grow.