Entry-Level Inbound Customer Service Representative (Bilingual)

About the role

Fusion CX is hiring entry-level customer service representatives in San Salvador, El Salvador, to handle customer inquiries by phone, email, chat and social media. The role suits people who can multitask, communicate with empathy and build trusting relationships with customers and colleagues. No previous experience is required.

Key responsibilities

• Respond to general customer inquiries respectfully and professionally, showing empathy and strong interpersonal skills.
• Handle inbound and outbound calls, greeting customers with energy and enthusiasm.
• Provide timely updates and accurately document every action taken.
• Follow up on customer inquiries through email, phone, social media and chat.
• Transfer or reassign calls and tickets to the appropriate departments.
• Handle complaints and escalations professionally, keeping a neutral approach.
• Resolve customer issues as efficiently as possible while maintaining high service quality.
• Work independently and collaboratively to meet individual and campaign goals, KPIs and performance targets.

Required profile

• B2-level English, spoken and written.
• At least 18 years old with a valid identification document.
• Completed high school diploma.
• No previous experience required; customer service experience is an advantage.
• Availability for rotating shifts, including weekends and holidays, and for initial training with 100% attendance.
• Preferred: French bilingualism, previous BPO customer service experience, and experience with ticketing systems or CRM tools.

Required skills

• Navigate the web, work across multiple windows and systems, use email and Microsoft Office or Google tools.
• Strong typing, spelling and grammar, with clear written English.
• Ability to multitask, be punctual and empathetic, and suggest improvements to customer experience.