Customer Service and Support Executive

Description

Job Summary: We are seeking a Customer Service and Support Executive who builds trust-based relationships, leads incident resolution with empathy and agility, and serves as the customer's advocate. Key Highlights: 1. We deliver close, efficient, and memorable experiences. 2. A key role in customer satisfaction and retention from Day 1. 3. Ongoing training opportunities and leadership development. **About the Position** Antofagasta is a dynamic city with strong growth potential, and at Laguna Negra SpA, we channel that same energy into our service. We believe customer service and technical support need not be cold or robotic; we are passionate about delivering close, efficient, and memorable experiences. We are looking for a Customer Service and Support Executive (m/f/d) to become the voice and face of our company. You are not merely responding to emails or calls; you are building trust-based relationships with our users. You will lead incident resolution with empathy and agility, acting as a bridge between our customers’ technical or operational needs and our team’s solutions. You are the customer’s advocate in a quality-driven environment. **Why Work With Us** * **The Environment:** Our offices are located in an easily accessible area of Antofagasta. We value a modern, collaborative workspace with an atmosphere that inspires comfort and mutual respect. * **Role Recognition:** We don’t need to convince you that the customer matters—we know it well. You will hold a key role in satisfaction and retention from Day 1\. * **Tech Stack and Tools:** We use modern management and communication platforms to ensure every case is resolved smoothly and systematically. * **Growth:** We offer ongoing training plans and real opportunities to develop your leadership or specialization skills within the company. **Key Responsibilities** * **End-to-End Support Management:** Handle and resolve requests, inquiries, and incidents across multiple channels (tickets, chat, email, and phone) promptly and accurately. * **Attention to Detail:** Ensure accurate logging of each interaction in our internal systems to maintain traceability and improve our service processes. * **Empathy and Resolution:** Actively listen to users, understand their technical or operational pain points, and guide them step-by-step toward effective solutions. * **Internal Collaboration:** Work closely with technical and operations teams to escalate complex incidents and propose improvements based on real customer feedback. * **Clear Communication:** Explain technical concepts or procedures simply and accessibly, ensuring every customer feels supported. **Requirements** * **Experience:** 2\+ years in customer service, technical support, help desk, or user experience (CX)-focused roles. * **Portfolio / Track Record:** Demonstrable history of successfully resolving conflicts and satisfying customers. We assess your empathy, clarity, and problem-solving ability. * **Tools:** Proficient use of ticketing systems, office productivity software, and collaborative platforms. * **Language Skills:** Excellent command of Spanish (spoken and written). Basic/intermediate English proficiency is a valued plus for our expansion. * **Mindset:** You are pragmatic—you know when to stay calm under pressure and when to prioritize an agile solution over a complex one. Salary: $650\.000 \- $850\.000 per month Work Location: Hybrid in Antofagasta, Antofagasta