About The Role:We are seeking an exceptional and highly motivated Delivery & Client Support Coordinator to join our team in Bogota, Colombia. In this pivotal role, you will be the primary point of support for customers receiving packages, retailers who ship with Veho, and a network of independent contractor drivers. Your ability to communicate clearly, solve problems efficiently, and navigate a fast-paced environment will be crucial to Veho’s success. Compensation & Schedule:
$7 USD per hour (converted to COP based on current exchange rates), we anticipate 40 hours of work per week. The pay range is subject to the discretion of the Company.
Schedule availability requirements
Various schedules
All schedules include work on weekends and holidays.
Schedules include 5 shifts & 2 days off per week.
What you’ll do:
Text Communication: Provide exceptional support through various channels (chat, text, email) to customers, retailers, and drivers in both English and Spanish.
Complex Problem Solving: Investigate and resolve a wide range of delivery-related issues, including delayed packages, incorrect deliveries, driver inquiries, and retailer concerns, striving for first-contact resolution whenever possible.
Ticketing System Management: Efficiently manage and prioritize support tickets using our ticketing system (e.g., Zendesk), ensuring timely responses and accurate documentation of all interactions.
Cross-Functional Collaboration: Collaborate seamlessly with various internal teams, including Ground Operations, Client Operations, and Technology, to resolve issues and improve overall service delivery.
Process Adherence & Improvement: Consistently follow established customer, driver and retailer support processes and guidelines, while also proactively identifying and communicating potential process gaps or areas for improvement to enhance efficiency and customer satisfaction.
Proactive Solutions: Anticipate potential issues and take proactive steps to prevent problems, ensuring a smooth delivery experience for all parties.
Feedback Loop: Collect and synthesize customer, retailer, and driver feedback to contribute to product and service enhancements.
What You Bring:
Exceptional Bilingual Communication: Demonstrable mastery of both written and spoken English and Spanish is a requirement. Your written communication will be clear, concise, conversational, and professional.
2+ years of Customer Support Experience: Proven experience in a customer-facing role, ideally within a fast-paced environment like e-commerce, logistics, or a startup.
Complex Problem-Solving Acumen: A strong track record of successfully analyzing complex customer issues, identifying root causes, and implementing effective solutions.
Ticketing System Familiarity: Hands-on experience with customer support ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) is required.
Fast-Paced Environment Comfort: Ability to thrive in a dynamic, high-volume environment with competing priorities and a strong sense of urgency.
Solution-Oriented Mindset: A genuine drive to find effective solutions for customers and a "can-do" attitude when faced with challenges.
Process-Oriented & Detail-Minded: Strong ability to follow established procedures accurately and a keen eye for detail in all interactions.
Adaptability & Proactiveness: Eagerness to learn new processes, adapt to changes, and proactively seek ways to improve workflows.
Team Player: Excellent interpersonal skills and the ability to build strong working relationships with colleagues across different departments.
Important Note:This opportunity is based in Bogotá, Colombia and offers the chance to partner with Veho as we expand globally. This engagement will begin under a contractor arrangement. We are, however, deeply committed to building a strong partnership and providing meaningful, engaging work opportunities for talented individuals who want to grow with Veho.
