PE - Customer Experience Representative
MyOutDesk · Lima
About MyOutDesk
Since 2008, MyOutDesk has connected highly skilled professionals with growing and established U.S.-based organizations, enabling them to make a real and measurable business impact as part of extended global teams.
Trusted by companies in real estate, healthcare, finance, professional services, and other growth industries, MyOutDesk provides professionals the opportunity to build stable, long-term remote careers while contributing meaningfully to high-performing teams.
About the Role
We are looking for a professional, composed communicator to serve as the front line of support for U.S.-based businesses across healthcare, real estate, finance, and professional services. You will handle inbound and outbound client interactions, resolve inquiries, and ensure every touchpoint reflects the brand's standards. If you've worked in a BPO handling U.S. customer accounts and know what it means to deliver consistent, high-quality service — this role is for you.
Key Responsibilities
- Handle inbound and outbound calls, emails, and chat inquiries professionally and within defined SLAs.
- Qualify client needs and route or escalate issues appropriately.
- Resolve complaints and service issues with empathy and a solution-first mindset.
- Log all interactions accurately in the CRM — notes, outcomes, and next steps.
- Follow up on open cases until fully resolved.
- Support client onboarding and early-stage account management.
- Meet daily and weekly KPIs: call volume, resolution rate, CSAT, and response time.
- Identify recurring issues and surface feedback patterns to the team.
You're a Match If You Have
- Handled inbound or outbound U.S. client calls in a BPO setting.
- Worked with defined call scripts, escalation protocols, and SLA requirements.
- Logged customer interactions in a CRM or ticketing system.
- Been measured on CSAT, FCR, or call handle time metrics.
Requirements
- Strong spoken and written English — C1 preferred.
- 3+ years in customer service or client support — BPO or U.S.-client experience preferred and must be documented on your resume.
- CRM or ticketing platform experience (Salesforce, HubSpot, Zendesk, or similar).
- Your last 3 positions should reflect an average tenure of at least 1 year per role; this will be verified during the screening process.
- Calm under pressure, empathetic, and solution-oriented.
- Comfortable working under performance metrics and documented SOPs.
- Bachelor's degree or relevant experience preferred.
Benefits
- Competitive salary based on experience.
- Immediate payroll enrollment from Day 1 — fully registered under Peruvian labor law (Régimen General).
- 100% statutory benefits — CTS, gratificaciones, vacaciones, and AFP/ONP contributions per Peruvian regulations.
- Private health insurance — Rímac EPS coverage from the start.
- Long-term career placement with a single dedicated U.S. client.
- Fixed U.S. business hours — no rotating shifts.
- Exposure to U.S. business standards, tools, and professional culture.
- Career growth opportunities — many of our Associates grow with the same client for years.