What's the role?

Provides exceptional support to internal and external B2B customer via all channels, including telephone, email, and in person and contributes to the overall retention and satisfaction of the B2B customer base.

How you will add value?

• Responds to and resolves customer queries in a timely manner, per the agreed SLAs.

• Supports the sales team by addressing all queries raised and providing any appropriate analyses as required.

• Attends customer meetings to provide support to the sales/management team and/or to assist with the resolution of any customer issues.

• Operates as a point of contact for any customer queries escalated from assigned accounts.

• Consult with and research customer concerns; explain billing charges and credits.

• Uses the various computer systems to process sales and service requests; not limited to but including upgrades, downgrades, changes or disconnects on customer accounts as necessary.

• Document all customer interactions in the appropriate systems.

• Develops and maintains a working knowledge of all products as well as offers/promotions in the market including that of the competitor.

• Assist with creating and executing any campaigns designed to retain customers and/or engender loyalty.

• Builds strong rapport with customers, seeking clarity and anticipating customer needs.

• Retains customers who intend to disconnect or downgrade service through persuasive selling and customer service techniques within established guidelines.

• Works closely with supporting departments to ensure all customer escalations have been resolved within agreed SLAs.

• Achieves set targets by taking the necessary actions to ensure that customers pay their bills and keep Flow’s products and services.

• Maintain a strong working knowledge of the company’s CRM, billing, Fault and ticketing systems.

• Based on experience and interaction with customers and business stakeholders, identify trends and provide feedback on recommendations to improve processes and/or efficiency within the business.

• Completes any dutiesrelated to the foregoing.

What do you need?

• Five (CXC) certificates including Math and English.

• Working knowledge of Microsoft Office.

• Minimum of 2 years’ experience working in a customer service environment.

• Sales experience would be an asset.

• Experience in the telecommunications industry would be preferred.

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

Why join us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

What do you need?

• Five (CXC) certificates including Math and English.

• Working knowledge of Microsoft Office.

• Minimum of 2 years’ experience working in a customer service environment.

• Sales experience would be an asset.

• Experience in the telecommunications industry would be preferred.

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

Why join us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

How you will add value?

• Responds to and resolves customer queries in a timely manner, per the agreed SLAs.

• Supports the sales team by addressing all queries raised and providing any appropriate analyses as required.

• Attends customer meetings to provide support to the sales/management team and/or to assist with the resolution of any customer issues.

• Operates as a point of contact for any customer queries escalated from assigned accounts.

• Consult with and research customer concerns; explain billing charges and credits.

• Uses the various computer systems to process sales and service requests; not limited to but including upgrades, downgrades, changes or disconnects on customer accounts as necessary.

• Document all customer interactions in the appropriate systems.

• Develops and maintains a working knowledge of all products as well as offers/promotions in the market including that of the competitor.

• Assist with creating and executing any campaigns designed to retain customers and/or engender loyalty.

• Builds strong rapport with customers, seeking clarity and anticipating customer needs.

• Retains customers who intend to disconnect or downgrade service through persuasive selling and customer service techniques within established guidelines.

• Works closely with supporting departments to ensure all customer escalations have been resolved within agreed SLAs.

• Achieves set targets by taking the necessary actions to ensure that customers pay their bills and keep Flow’s products and services.

• Maintain a strong working knowledge of the company’s CRM, billing, Fault and ticketing systems.

• Based on experience and interaction with customers and business stakeholders, identify trends and provide feedback on recommendations to improve processes and/or efficiency within the business.

• Completes any dutiesrelated to the foregoing.