Vértice Outsourcing is seeking a Bilingual Service Coordinator to support the operations of a U.S.-based company specializing in commercial safes, vaults, locks, and physical security solutions. We are looking for a professional with excellent English communication skills, strong customer service orientation, and the ability to handle high-priority situations with confidence and professionalism.
Location: Edificio de Los Espejos, Medellín, Colombia
Work Modality: On-site
Schedule: Full-time
Employment Type: Indefinite-term contract
Key Responsibilities:
Handle inbound calls and emails from commercial clients across the United States.
Gather, verify, and document customer information and service requests accurately.
Follow established troubleshooting procedures for common issues
involving safes, electronic locks, and security equipment.
Resolve basic service issues remotely or escalate cases to the appropriate support team when necessary.
Create, update, and track service tickets with complete and accurate information.
Maintain detailed records and real-time updates within the service management platform.
Support coordination and follow-up activities with field technicians and service providers.
Requirements:
Advanced or fluent English (mandatory).
Bilingual English/Spanish
Minimum of 1 year of experience in customer service, call center operations, technical support, dispatch, or service coordination roles.
Strong communication, active listening, and documentation skills.
Comfortable using CRM systems, ticketing platforms, or similar software tools.
Ability to remain calm under pressure and effectively assist clients in urgent situations.
Preferred Qualifications:
Experience in industries related to safes, vaults, locksmith services, access control, alarm systems, electronic security, or physical security solutions.
Experience in technical support, field service coordination, or dispatch operations.
Previous experience supporting U.S.-based clients.
Experience working in BPOs or outsourced service environments supporting U.S. companies.
Industry-specific experience in safes, vaults, or security systems is not required, but it will be considered a strong advantage.
The most important qualifications are excellent English communication skills, customer service abilities, and experience coordinating services or handling support requests.
What We Offer:
Indefinite-term employment contract.
Comprehensive training on processes, tools, and industry-specific knowledge.
Career growth opportunities within a growing international operation.
Supportive and collaborative work environment.
Join a team that provides critical security solutions to businesses across the United States and build your career with an industry leader.
