Customer Service Representative

RoleCustomer Service Associate, Omnichannel — Onsite, Santo Domingo• Location: Onsite — Santo Domingo, Dominican Republic• Schedule: Shift-based within 2:00 p.m.–11:00 p.m. EST; weekend/holiday rotation as needed• Employment: Full-time (Associate) | Team: Customer Experience (CX) | Reports to: Operations Supervisor• Start date: November 10, 2025• Compensation: Competitive; range available upon request. Benefits include health insurance, food allowance, and transportation allowance.• Company: HeliumAbout HeliumHelium is a nearshore contact center in the Dominican Republic that blends AI-powered operations with experienced teams to streamline scheduling, billing, and customer interactions, improving patient/customer experience, reducing costs, and driving sustainable profitability.Role SummaryWe’re hiring an English-proficient (C1–C2) Customer Service Associate with strong de-escalation skills and hands-on omnichannel experience. You’ll support customers via phone, email, live chat, social, SMS/WhatsApp, and in-app messaging. You’ll own cases end-to-end, meet SLAs, and coordinate with Marketing/CRM before, during, and after multichannel campaigns to keep messaging aligned and volumes under control. Success in 90–180 days looks like consistently high QA and CSAT, accurate documentation and tagging, effective de-escalations, and visible contributions to macros/knowledge base and process improvements.What you’ll do• Deliver timely, empathetic support across phone, email, live chat, social, SMS/WhatsApp, and in-app channels in C1–C2 English• Own ticket queues and SLAs; triage, troubleshoot, resolve, document, and escalate per playbooks• Apply de-escalation and retention tactics; use goodwill gestures within authority to turn detractors into promoters• Coordinate with Marketing/CRM for campaign readiness (FAQs, macros, surge plans, proactive outreach, feedback loops)• Execute aligned messaging during campaign spikes; manage callbacks/follow-ups and appointment setting as needed• Capture customer insights; tag issues accurately; file bugs/feature requests and close the loop with customers• Contribute to and maintain the knowledge base and macros; keep content current and easy to use• Monitor CSAT/NPS verbatims; analyze trends; recommend actions to improve FCR and reduce customer effort• Track KPIs (AHT, FCR, CSAT, QA, adherence) and share weekly progress with team leadsWhat you’ll bring• English proficiency at C1–C2 (spoken and written); clear, concise, empathetic communication• 1–3 years of customer service/support in an omnichannel environment (or equivalent skills)• Experience supporting or executing multichannel campaigns (email/SMS/push/social) with coordinated messaging• Proven de-escalation, active listening, and problem-solving skills; steady under pressure• Strong documentation habits (accurate notes, tagging, dispositions, and follow-through)• Comfortable with KPIs (CSAT, NPS, AHT, FCR, QA) and data-driven decisions• Proficiency with at least two support platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud, Freshdesk, Gorgias)• Familiarity with telephony/dialers (e.g., Five9) and a CRM• Flexibility for shifts, weekends, and holidays as needed• High integrity with customer data; follows verification and compliance proceduresNice to have• Experience in retail industry• Spanish or other additional languages• Social care/community moderation; knowledge base authorshipSuccess in your first 90 days• QA score: ≥90% on calibrated reviews• CSAT: ≥4.6/5 (or ≥90%) with target response rate• AHT at or below program target while maintaining quality• FCR: baseline +5 points or ≥70% (whichever is higher)• Documentation accuracy (notes/tags/dispositions): ≥99%• Content contributions: ≥10 approved macro/KB updates• Complete campaign-readiness/UAT for at least one lifecycle campaign with zero critical defectsCompensation & benefits• Competitive salary (range available upon request)• Health insurance, food allowance, transportation allowance• Paid time off per local policy and client program needs• Performance recognition and growth pathways within CXWork eligibility & compliance• Must be authorized to work in the Dominican Republic• Equal opportunity employer• Employment contingent on background checks per local law and client requirements• Handle customer data per privacy and security policies; training providedHow to applySend resume to jobs@helium.com.co(Optional) A ≤2-minute voice note introducing yourself and your approach to customer care