Sutherland

Global BPO providing customer lifecycle management

Customer Service Agent

Customer SupportConfirmed live in the last 24 hours

Full-timeBogotá, Bogota, ColombiaNo salary listed

About the Job

Requirements

A high school diploma or equivalent is required.
Advanced English proficiency at B2 level or higher is required, along with strong written communication skills.
Previous customer service experience is required; chat or written support experience is preferred.
Strong grammar, spelling, and attention to detail are required.
Ability to multitask and manage multiple chats simultaneously is required.
Strong problem-solving and critical-thinking skills are required.
A customer-focused approach with empathy and professionalism is required.
Basic computer skills and the ability to navigate multiple systems and tools are required.
Availability to work rotational shifts and attend the office once per month is required.
Ability to adapt to a fast-paced, performance-driven environment is required.

Responsibilities

Provide customer support to Spotify users exclusively through chat-based interactions, with no calls.
Handle up to four simultaneous asynchronous chats efficiently and accurately.
Assist customers with accounts, subscriptions, billing, and basic technical issues.
Deliver clear, friendly, and empathetic written communication aligned with the brand tone.
Meet performance metrics for response time, resolution, and customer satisfaction.
Document interactions properly and follow internal processes and guidelines.
Work under a hybrid model and attend the office once per month as scheduled.

Desired Qualifications

Chat or written support experience.

Job Description

💬✨ Provide customer support for Spotify users exclusively through chat-based interactions (no calls)
🔄💻 Handle up to 4 simultaneous asynchronous chats with efficiency and accuracy
🛠️🎧 Assist customers with accounts, subscriptions, billing, and basic technical issues
✍️😊 Deliver clear, friendly, and empathetic written communication aligned with brand tone
📊🚀 Meet performance metrics such as response time, resolution, and customer satisfaction
🗂️✔️ Document interactions properly and follow internal processes and guidelines
🏢🌿 Work under a hybrid model, attending the office once per month as scheduled

Qualifications

🎓 High school diploma or equivalent (required)
🌍 Advanced English level (B2+ or higher) with strong written communication skills
💬 Previous experience in customer service (chat or written support preferred)
✍️ Excellent grammar, spelling, and attention to detail
🔄 Ability to multitask and manage multiple chats simultaneously
🧠 Strong problem-solving and critical thinking skills
😊 Customer-focused mindset with empathy and professionalism
💻 Basic computer skills and ability to navigate multiple systems/tools
⏰ Availability to work rotational shifts and attend on-site once per month
🚀 Ability to adapt to a fast-paced, performance-driven environment

Additional Information

All your information will be kept confidential according to EEO guidelines.

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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