Customer Support Representative (Xico)

Role Purpose

Deliver high‑quality real‑time customer support through live chat, ensuring quick responses, accurate solutions, and an excellent overall customer experience.

Trial Period Goals (First 3 Months)

During the onboarding period, you will:

• Learn the chat platform, CRM systems, and internal knowledge base.
• Demonstrate reliability, punctuality, and shift discipline.
• Meet key SLA targets: First response time ≤ 30 seconds; Customer satisfaction (CSAT) ≥ 70%; Average response time ≤ 60 seconds.

Key Responsibilities

• Communicate with customers via live chat in Spanish.
• Resolve simple and standard inquiries independently.
• Escalate complex or technical cases to relevant departments or shift supervisors.
• Use the internal knowledge base to provide accurate answers.
• Maintain a friendly, professional, and consistent tone of voice.
• Continuously improve key sup...