Senior Customer Success Agent (LATAM)

RRS Group is seeking a proactive, customer-focused, and detail-oriented Senior Customer Success Agent to deliver exceptional support experiences for residents across LATAM markets. This role serves as a primary point of contact for resident inquiries, ensuring timely issue resolution through chat, email, and resident portal communications.

The ideal candidate possesses strong communication skills, experience with customer support technologies such as SAP and CRM platforms, and the ability to manage multiple service requests efficiently while maintaining high customer satisfaction standards.

 

Key Responsibilities

• Deliver professional and timely support to residents via chat, email, and resident portal channels
• Act as the primary liaison for resident inquiries, concerns, and service-related requests
• Receive, document, and coordinate maintenance requests with internal departments
• Resolve apartment-related concerns, complaints, and general service inquiries
• Investigate and address billing discrepancies with accuracy and professionalism
• Maintain accurate records of customer interactions and case updates within CRM systems
• Utilize SAP and internal platforms to monitor, update, and manage service tickets
• Conduct follow-ups to ensure complete issue resolution and resident satisfaction
• Escalate complex or high-priority concerns to the appropriate teams when necessary
• Consistently meet service-level expectations related to response times, quality, and customer satisfaction metrics

Required Qualifications

• Proven experience in customer service, customer success, helpdesk, or support operations
• Experience handling high-volume chat and email support interactions
• Working knowledge of SAP and CRM platforms
• Strong verbal and written communication skills
• Excellent organizational and multitasking abilities
• Ability to manage competing priorities in a fast-paced environment

Preferred Qualifications

• Bilingual proficiency (English and Spanish preferred)
• Experience supporting LATAM customers or residents
• Familiarity with ticketing systems and service request workflows

Technical Requirements

• Bring Your Own Equipment (BYOE)
• Reliable laptop or desktop computer
• High-speed and stable internet connection
• Professional-quality headset for daily communication

What can you expect from us:

• Opportunities to learn and develop every day through a wide range of programs.
• Internal digital platforms that promote self-learning.
• Development programs according to Leadership skills.
• Specialized training according to the role.
• Learning experiences with internal and external providers.
• We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
• Financial wellness programs that will help you reach your goals in all stages of life.
• A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
• And because your family is also important to us, they can also enjoy benefits such as our WellnessLine, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.

 

Work Hours: Varies upon the needs of the global department.

RRS Company is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. RRS will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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