Customer Service Specialist

Company Description Glass Mountain BPO is a dynamic business process outsourcing company founded in 2019, with roots in El Salvador and strategic locations in the United States, including Chicago and Schaumburg, Illinois. As a nearshore, bilingual BPO firm, the company delivers a broad range of services such as customer service, telemarketing, tech support, web and mobile development, graphic design, social media management, and back-office administration. Glass Mountain BPO is mission-driven, focusing on efficient, comprehensive service delivery built on respect, integrity, and strong work ethics. The organization emphasizes employee satisfaction, client success, and long-term partnerships that support business growth. Team members join a culture that values diversity, professional development, and a balanced approach to work and personal well-being.Role Description : The Customer Service Specialist is a full-time, onsite position based in La Libertad, El Salvador. This role is responsible for delivering exceptional customer support by managing inbound and outbound interactions through phone ensuring a professional, timely, and solution-oriented customer experience.The specialist serves as a trusted resource for customers by providing accurate information, resolving inquiries, managing customer requests, and coordinating with internal teams to ensure issues are resolved efficiently. This role requires strong critical thinking, attention to detail, and the ability to navigate multiple systems while maintaining a high level of customer satisfaction.In addition to handling customer interactions, the Customer Service Specialist is responsible for documenting customer communications, managing orders and service requests, following established procedures, and identifying opportunities to improve the customer experience. The role also involves collaborating with cross-functional teams, escalating complex cases when appropriate, and contributing to continuous process improvement.Success in this position requires excellent communication skills, a customer-first mindset, learning agility, and the ability to remain calm, adaptable, and solution-oriented in a fast-paced environment while consistently meeting quality and performance expectations.
QualificationsAdvanced English proficiency (spoken and written) with excellent verbal and written communication skills.Minimum of 3 years of experience in Customer Service, Customer Support, Contact Center, BPO, or another customer-facing environment.Demonstrated ability to deliver exceptional customer experiences by handling inquiries, resolving issues, and building positive customer relationships.Excellent phone etiquette and the ability to communicate professionally, confidently, and empathetically across phone, email, and chat channels.Strong problem-solving and critical thinking skills, with the ability to analyze situations, make sound decisions, and identify effective solutions.Strong attention to detail, with the ability to follow processes, manage multiple priorities, and maintain a high level of accuracy.Demonstrated learning agility, with the ability to quickly learn new systems, products, and processes.Naturally curious, solution-oriented, and able to remain calm and composed in challenging situations.Strong organizational skills and the ability to thrive in a fast-paced, team-oriented environment.Ability to work onsite in La Libertad, El Salvador, with reliable attendance and schedule flexibility.Experience using Salesforce or other CRM platforms is considered a plus.Familiarity with the cabinetry, interior design, architecture, or home improvement industry is considered a plus not a must.
What We Offer💰 $900 Base Salary🎁 Up to $1,000 Hiring Bonus📚 Paid Training📈 Career Growth Opportunities🌎 International Work Environment📍 Onsite – Glass Mountain BPO