OUR COMPANY: Voyager Global Mobility (VGM) is a leading provider of rideshare solutions tailored for various sectors of the mobility industry, including services for companies like Uber and DiDi and various governmental entities. With our headquarters in New York City, USA, we operate a global network of branches across the United States and Latin America, committed to offering exceptional service and innovative solutions to our clients. POSITION OVERVIEW: As a Customer Care Representative (DSS or CR), you will play a crucial role in providing outstanding support to our clients in the United States on our GOV/TaaS team based in Colombia. You will handle various types of customer interactions via calls, tickets, and emails. Examples of daily functions include addressing customer inquiries, resolving issues, facilitating automotive repairs with local shops, expense management, maintenance tracking, and more. With our focus on customer satisfaction, you will stay busy! KEY RESPONSIBILITIES: Customer Interaction: Respond to inbound calls, emails, and tickets from customer contacts (usually Field Managers) in the United States. Address inquiries related to our service and general account management as needed. Fleet vehicle service and repair: Work with local porters and schedule automotive service at local shops while maintaining a vehicle prioritization schedule based on customer needs. Communication: Provide clear and concise information to customer contacts, vendors, and internal team members. Documentation: Accurately document vehicle repairs and service, customer concerns, various resolutions, etc. Ensure all relevant details are captured for follow-up and reporting. Customer Care: Display a strong customer care orientation by actively listening to customer concerns, demonstrating empathy, and providing tailored solutions to meet their needs. Collaboration: Work closely with other team members and departments to ensure a cohesive approach to customer support. Share insights and feedback to help improve our service offerings and processes. Performance Metrics: Meet or exceed performance targets including response time, resolution time, and customer satisfaction scores. Actively participate in training and development opportunities to enhance skills and knowledge. REPORTS TO: Remotely: To the GOV/TaaS Team Lead/Supervisor JOB REQUIREMENTS: Experience: Previous experience in a customer service role, ideally within the car leasing or mobility sector, experience in Customer Care Call is a plus. Language Proficiency: Exceptional Fluency (Speaking and Writing) in English is required. Multi-tasking: Skilled at prioritization and the ability to multi-task, quickly switching between tasks if an urgent need arises. Technical Skills: Proficiency in using CRM systems, Microsoft Office Suite, Google environment, and other support-related tools. Good Digital Literacy. Automotive mechanical knowledge is a plus. Education: High school diploma or equivalent; further education or certifications in customer service or related fields is advantageous. Availability: Willingness to work flexible hours to accommodate different time zones across the United States. Location: Colombia resident, preferably of Bogota or Medellin. Seniority level Entry level Employment type Full-time Job function Customer Service Industries Transportation Programs #J-18808-Ljbffr