Customer Experience Lima Peru (2)

Description

Job Summary: The CX role is responsible for receiving and managing customer or stakeholder inquiries, complaints, suggestions, and requests (PQRS), prioritizing a human-centered and high-quality experience. Key Highlights: 1. Prioritizes a human-centered and high-quality customer experience. 2. Seeks maximum customer satisfaction and attentive resolution of cases. 3. Identifies opportunities for improvement in services and internal processes. **Bold** Our company was founded in May 2019 by an exceptional team with unique expertise; the founding group includes the creators of PayU Latam and other companies specializing in financial technology. We are building payment and banking solutions for micro, small, and medium-sized enterprises (MiPymes), independent professionals, and entrepreneurs in Colombia. To date, we have over 450\.000 registered customers on our platform and have raised over USD $120 million in domestic and foreign investment funds. We are one of the fastest-growing fintech startups in Latin America. Bold is a fintech that provides micro-entrepreneurs with a payment solution to accept debit card, credit card, and e-wallet payments via POS terminals and payment links. However, Bold’s vision extends beyond being just a payments company—we are actively working to become a comprehensive financial and technological services platform for small businesses in the country, complementing our payments and banking solutions with related software products aligned with our full value proposition. Bold’s mission is to unlock the potential of entrepreneurs. At Bold, we firmly believe we can support small entrepreneurs in growing their businesses by offering tailored, user-friendly, and approachable financial and technological services. At Bold, we define the following values as the pillars of our organizational culture: Mastery, Critical Thinking, Teamwork, Sense of Urgency, Openness, and Customer-Centricity. For more information about Bold, visit our website: https://bold.co **The Role:** **Customer Experience** The CX role is responsible for receiving and managing customer or stakeholder inquiries, complaints, suggestions, and requests (PQRS), prioritizing a human-centered and high-quality experience. **Your Responsibilities Include:** * Working to meet established KPIs * Delivering high-quality customer service while carefully maintaining our written communication style and tone of voice * Attentively and promptly resolving merchants’ requests, complaints, claims, inquiries, and doubts * Striving for maximum customer satisfaction during each interaction and case resolution to deliver the best possible user experience * Protecting merchants’ commercial and personal information before, during, and after interactions * Providing personalized support to merchants regarding Bold’s services * Monitoring unusual cases or those requiring special follow-up * Collaborating closely with Operations and TechSupport teams * Identifying opportunities to improve Bold’s services and internal processes and communicating them to our leaders for appropriate management and continuous organizational improvement * Reporting all types of incidents related to information security * Ensuring compliance with the information security guidelines outlined in Bold’s Information Security Policy * Participating in information security awareness and training programs **What We Offer You:** Indefinite-term employment contract Rotating schedule: Monday–Friday: 8 AM–8 PM / Saturday: 9 AM–7 PM / Sunday: 9 AM–4 PM Hybrid work model ‍ ️ Health insurance policy Early-stage company stock options with high return potential Competitive salary Financial support for education World-class technologies and processes ️ Additional days off beyond standard vacation entitlements Vision care allowance ❤️‍Emotional well-being support * Bachelor’s degree in Business Administration, Economics, or related fields * Minimum 2 years of experience in digital-channel customer service and merchant follow-up * Experience managing quality and effectiveness metrics in customer service * Residency in Peru **Personal Data Processing Authorization** By submitting your application and providing your personal data, and in compliance with current personal data protection regulations, you unambiguously and voluntarily authorize the processing of your personal data, in accordance with the purposes set forth in Bold Companies’ Personal Data Processing Policy, available on their websites: https://bold.co and https://boldcf.co. As the Data Subject, you are entitled to the rights established under Law 1581 of 2012 and any complementary or modifying regulations, particularly the rights to know, update, correct, or request deletion of your data, and to revoke the authorization you have granted for the use of your personal data. To exercise your rights as Data Subject, Bold Companies provide the following contact channels: For Bold.co and Bold Capital matters: Email: soporte@bold.co, Bold Chat: https://bold.co/, Phone: 60(1\) 508 5776 For Bold CF matters: Email: soporte@boldcf.co, Bold Chat: https://boldcf.co, Phone: 60(1\) 254 3084