Job Description

About the Role

Join our new in-house Customer Service operation in Lima to support users across LATAM by telephone, chat and email.

Key Responsibilities

• Manage, resolve, and retain VIP players under the guidance of the VIP Managers.
• Conduct outreach calls and emails as per defined cadence.
• Trigger promotional campaigns, re-engage inactive clients, and track upgrades. Monitor gameplay and escalate critical cases to the VIP Managers.
• Ensure tactical execution of planned actions (segmentations, events, responses).
• Join weekly alignment meetings with the VIP team.

KPIs & Quality Expectations

• Service Level and schedule adherence to interval plans.
• Average Handle Time (AHT) and After-Contact Work (ACW) within target while maintaining accuracy.
• Active users, reactivation rate, and QA score per campaign standards.
• Contacts per day, per week, and call success rate.
• Compliance with data-privacy, security and consumer-protection controls.

Qualifications & Skills

• Spanish: Native; English: Fluent
• 6–12 months of contact center experience (BPO or in-house) handling phone, chat, and email channels. Experience in commercial and sales campaigns is a plus.
• Excellent written communication, de-escalation and problem-solving skills.
• Tooling literacy: CRM/helpdesk (e.g., Zendesk), and Google Workspace; ability to follow knowledge-base articles and macros accurately.
• Operational discipline: punctuality, schedule adherence, ability to work to hourly interval plans and accept real-time management updates.

Work Setup & Schedule

• On-site at our Lima operations hub with secure connectivity and controlled access.
• Company-provisioned workstation, secure VPN and monitored applications per security policy.
• Rotational shifts including nights/weekends/Peruvian holidays to support a 24/7 operation; overtime or additional coverage may be required during peak events.

Growth & Culture

Operate in a high-performance, data-driven environment with coaching and QA calibrations. High performers can progress to Senior Agent, Quality, Training or Team Lead roles.