Customer Service Associate - Account Management & Escalations

About the role

Fusion CX is hiring Customer Service Associates in El Salvador to manage U.S. wireline and ADI telecommunications customer accounts and support customer retention. The associate handles account requests and escalations by phone, SMS, email and chat, including complex complaints, renewals, cancellations, new connections and service migrations. The role suits people with strong customer service and sales experience who can communicate confidently across voice and digital channels.

Key responsibilities

• Manage a high volume of inbound customer transactions through phone, SMS, email and chat.
• Handle Office of the President escalations for wireline and ADI accounts.
• Support account activities such as renewals, cancellations, new connections and migrations.
• Identify customer needs, address concerns and resolve complaints promptly and professionally.
• Document every interaction and transaction accurately in a web-based CRM.
• Make outbound calls when needed and escalate unresolved issues to the supervisor.
• Monitor and track individual performance KPIs through the Employee Portal.

Required profile

• B2-level English, with strong spoken and written communication.
• 1-2 years of call center customer service experience.
• At least 18 years old and holds a valid driver's license.
• Completed high school education.
• Availability to work shifts, including weekends and holidays, and 100% attendance during initial training.

Required skills

• Proficiency in computer applications and multitasking across systems.
• Wireline telecommunications knowledge, including POTS, PABX and Centrex.
• Understanding of the U.S. telecommunications industry.
• Preferred: CRM tool experience, previous U.S. wireline account support, and escalation or retention conversation experience.