Customer Journey Representative

Liberty Latin America Communications, Inc.•Luquillo, PR

About The Position

A Customer Journey Representative is responsible for delivering exceptional service and support throughout the customer journey, ensuring a positive experience while driving sales effectiveness. This role bridges the gap between customers and internal teams, handling inquiries, resolving issues and processing orders.

Requirements

Associate degree preferred.
2+ years of technical support experience preferred.
Balance multiple systems and applications at the same time. Knowledge and ability to navigate Windows, iOS, Android, and cloud services (iCloud, Google Drive, OneDrive).
Fully Bilingual- English and Spanish
May be required to work in one or multiple queues/skills over various customer contact channels.
Specific job assignments may require day, evening, weekend, or holiday hours.
Availability to work a flexible schedule which includes all hours of call center operation.
Excellent communication and computer skills.

Responsibilities

NPS Mobile Support: Proactively manage and resolve issues identified through Net Promoter Score (NPS) feedback; contact customers to address mobile-specific pain points, driving increased customer satisfaction and loyalty.
Call Center Sales Order Support: Facilitate the end-to-end sales process by assisting with order entry, verifying customer data, and resolving point-of-sale transactions to ensure seamless purchasing experience.
Manage and resolve high-priority or escalated customer cases by analyzing root causes and delivering appropriate solutions within the department’s established Service Level Agreements (SLAs)
Accurately log all customer interactions, troubleshooting steps, and outcomes in the company's CRM or ticketing system.
Advance to internal support teams when necessary, ensuring complete documentation, an effective handoff, and timely follow-up on customer issues to secure resolution and customer satisfaction.
Responsible for assisting customers across a wide range of topics, including products, features, devices, applications, and related services.
Maintain an expert-level working knowledge of all company products, services, current promotions, and processes.
Diagnose and resolve customer-impacting issues while efficiently navigating multiple applications and systems to complete the necessary resolution.
Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
Perform other related duties as assigned to support business objectives.
Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies, and procedures, including the Code of Conduct and Liberty safety standards and procedures.
Other functions may be assigned.