Customer Service Agent (Call Center)

About the role

The Functionary, a provider of business process support services to consumers, small businesses, mid-market and enterprise customers, is hiring a Customer Service Agent to support its high-volume customer service operation. The agent handles inbound calls and helps customers with bookings, cancellations, rescheduling and general inquiries. On-site work in San Salvador is required.

Key responsibilities

• Handle high-volume, back-to-back inbound calls.
• Assist customers with bookings, cancellations, rescheduling, itinerary changes and general inquiries.
• Provide accurate, efficient solutions while keeping a customer-first approach.
• Maintain professionalism and a positive attitude in a fast-paced environment.
• Meet or exceed key performance metrics such as AHT, CSAT, QA and schedule adherence.
• Resolve customer concerns while following established policies and procedures.

Required profile

• At least 1 year of call center experience in Customer Service or Sales.
• B2+ English proficiency with strong verbal communication skills.
• High school diploma or equivalent.
• Full availability for a 24/7 operation, including weekends, with 2 consecutive days off.
• Willingness to work on-site in San Salvador.

Required skills

• Excellent active listening and problem-solving skills.
• Ability to work in a fast-paced, structured environment.