Our Company
At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.
What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.
The Role
We're seeking an
Inbound Customer Support Representative. This role is designed for professionals who can manage a high volume of inbound guest inquiries primarily through email-based ticketing systems with limited call support as needed.
You'll play a key role in responding to guest questions and concerns in a timely, accurate, and professional manner while ensuring issues are documented, resolved, or escalated according to established processes and service-level expectations.
Location: Must be in Colombia Remote.
Environment: Colombian and International Teams.
Language: Advanced English (B2+ - C1).
Timezone: Monday to Friday 8:00 AM 5:00 PM CST.
Contract: Non-fixed Term Colombian Contract.
Requirements
- 1-3 years of professional experience in customer service, guest relations, or administrative support, preferably within a multi-unit or franchise environment.
- Demonstrated ability to manage guest feedback systems and platforms (e.g., Zendesk, SMG) and resolve inquiries with professionalism and discretion.
- Prior experience supporting U.S.-based customers in a service industry from an offshore location preferred
- Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple inquiries simultaneously.
- Strong verbal and written communication skills, with the ability to interact effectively across all levels of the organization.
- Proficiency in Microsoft Office Suite (Excel, Outlook, Word) and customer service platforms.
- Ability to exercise independent judgment in resolving guest issues and following established guidelines and escalation paths
- Awareness of data privacy standards, brand guidelines, and professional communication protocols.
- High level of discretion and professionalism in handling sensitive guest information.
- Ability to work both independently and collaboratively in a fast-paced, service-oriented environment.
- Comfort working independently in a structured, metrics-driven role
- Bilingual or multilingual communication skills are a plus.
- Education: Bachelor's Degree.
- Experience: 13 years of professional experience in customer service, guest relations, or administrative support, preferably within a multi-unit or franchise environment. Prior experience supporting U.S.-based customers in a service industry from an offshore location preferred.
- Skills: Demonstrated ability to manage guest feedback systems and platforms (e.g., Zendesk, SMG). Excellent organizational and time management skills with the ability to prioritize tasks and manage multiple inquiries simultaneously. Strong verbal and written communication skills. Proficiency in Microsoft Office Suite (Excel, Outlook, Word) and customer service platforms. Ability to exercise independent judgment in resolving guest issues and following established guidelines and escalation paths. Awareness of data privacy standards, brand guidelines, and professional communication protocols.
- Characteristics: Detail-oriented and comfortable working in a queue-based environment. High level of discretion and professionalism in handling sensitive guest information. Ability to work both independently and collaboratively in a fast-paced, service-oriented environment. Comfort working independently in a structured, metrics-driven role. Bilingual or multilingual communication skills are a plus.
Responsibilities
- Serve as the primary point of contact for incoming guest inquiries, using discretion and judgment to assess needs and direct communications to the appropriate internal teams or departments.
- Respond to a high volume of inbound guest inquiries via email-based ticketing systems in accordance with SLAs.
- Accurately document, categorize, and prioritize tickets to ensure timely resolution.
- Respond to general information requests and provide accurate, brand-aligned guidance to callers and guests.
- Use pre-approved templates, macros, and knowledge base articles to provide consistent, brand-aligned responses.
- Manage and resolve guest complaints for assigned franchise and company-owned restaurants, ensuring timely documentation, escalation, and follow-through in alignment with company standards.
- Accurately route, track, and update guest feedback tickets to ensure timely resolution by the appropriate teams
- Administer the system-wide Guest Feedback Program, including restaurant enrollment, login credential management, survey updates, and support the resolution of program-related inquiries.
- Communicate with internal stakeholders as needed to ensure guest feedback tickets are resolved and closed according to established processes.
Performance Expectations
Success In This Role Is Measured By
- Meeting or exceeding ticket response and resolution SLAs
- Maintaining high-quality written communication standards
- Consistently managing assigned ticket volumes
- Accurate documentation and proper escalation of issues
- Adherence to defined support processes and workflows
