PE - Customer Service & Client Success

About MyOutDesk

MyOutDesk is one of the largest and most trusted virtual staffing companies in the United States, connecting skilled bilingual professionals in Lima with U.S.-based businesses. Our clients operate at high volume and expect their Associate to handle inbound and outbound interactions with consistency, empathy, and speed. They work with documented call scripts, defined SLAs, and performance metrics — and they expect you to follow protocols, log everything accurately, and escalation appropriately.

If you've handled U.S. customer accounts in a BPO environment, you know what this standard looks like. That's the baseline we hire from.

The Role

We're looking for professional, composed communicators to serve as the front line of support for U.S.-based businesses — handling inbound and outbound inquiries, resolving issues, and ensuring every client interaction reflects the brand's standards.

Key Responsibilities

• Handle inbound calls, emails, and chat inquiries — respond professionally and within defined SLAs
• Make outbound calls for follow-ups, re-engagement, appointment confirmations, or service check-ins
• Qualify client needs and route or escalate complex issues appropriately
• Resolve complaints and service issues with empathy and a solution‑first mindset
• Log all interactions accurately in the CRM — notes, outcomes, next steps
• Follow up on open cases until fully resolved — no ticket left hanging
• Support client onboarding, account setup, and early‑stage relationship management
• Identify recurring issues and surface feedback patterns to the team
• Meet daily/weekly KPIs: call volume, resolution rate, CSAT, and response time

You're a Match If You Have

• Handled inbound or outbound U.S. client calls in a BPO setting
• Worked with defined call scripts, escalation protocols, and SLA requirements
• Logged customer interactions in a CRM or ticketing system
• Been measured on metrics like CSAT, FCR, or call handle time
• Supported account onboarding or client success workflows

Requirements

• 3+ years in customer service, client success, or account support — BPO or U.S.-client experience required and must be documented on your resume
• This position is on‑site at our office in San Isidro, Lima — candidates must be able to commute daily
• Strong spoken and written English — C1 preferred
• CRM or ticketing platform experience (Salesforce, HubSpot, Zendesk, or similar)
• Calm under pressure, empathetic, and solution‑oriented
• Your last 3 positions should reflect an average tenure of at least 1 year per role; this will be verified during the screening process
• Comfortable working under performance metrics and following documented SOPs

Benefits

• Competitive salary based on experience
• Immediate payroll enrollment from Day 1 — fully registered under Peruvian labor law (Régimen General)
• 100% statutory benefits — CTS, gratificaciones, vacaciones, and AFP/ONP contributions per Peruvian regulations
• Private health insurance — Rímac EPS coverage from the start
• Long‑term career placement with a single dedicated U.S. client
• Fixed U.S. business hours — no rotating shifts
• Exposure to U.S. business standards, tools, and professional culture
• Career growth opportunities — many of our Associates grow with the same client for years

Why MOD?

One client. One relationship. You're not a seat in a campaign — you're a direct extension of a U.S. business that knows your name, values your work, and is built for the long term.

This company is made up of genuinely good people who are investing in a long‑term solution — not a quick fix. You'll have real ownership over the back office, work closely with a tight‑knit team, and see the direct impact of your work every single day. If you're looking for stability, a team that values you, and a role where your skills truly matter — this is it.

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