• Handle a high volume of inbound customer calls (typically 50–60 calls per day, with peak volumes on Mondays and Fridays). • Create and manage support tickets using Zendesk or a similar ticketing system. • Accurately assign tickets to the appropriate team member or department. • Record clear, concise, and detailed internal notes, including the issue raised, actions taken, and resolution provided. • Follow established processes consistently: ○ Receive customer call ○ Raise a support ticket ○ Assign to the appropriate person or team • Maintain efficient call handling times while delivering excellent customer service. • Escalate urgent, sensitive, or complex issues promptly. • Provide support through LiveChat and email channels when required. • Assist with additional administrative or customer support duties as needed. • Work collaboratively with colleagues to ensure a high standard of customer service is maintained.

• Handle inbound customer inquiries via phone and email in German • Provide Tier 1 customer support related to: Invoice explanations and payment clarifications, Billing questions and reminder fees, Collection-related inquiries (soft collection) • Update and maintain customer records using internal systems • Follow up on payment- or account-related cases and escalate complex issues when required • Work closely with your team to ensure efficient case resolution • Deliver clear, empathetic, and efficient support , while maintaining professionalism and trust.

• Act as the primary liaison to and be accountable for the care provider organization's experience end-to-end as measured by renewals and adoption of existing and new features. • Lead the roll-out/ implementation of the GoldCare system and custom projects as measured by care provider organization's outcomes • Provide professional services to GoldCare care provider organizations such as system training and guidance on customizing GoldCare to the care provider's process and specifications • Translate care provider organization and care worker feedback into actionable product enhancements as measured by adoption of new features • Actively engage with care provider organizations and their key decision makers to maintain strong relationships as measured by renewals • Partner with Customer Support on complex situations with high value care provider organizations

Role Description Valatam is hiring a Remote Bilingual Customer Service & Sales Representative to support one of our growing U.S.-based clients. If you're motivated by goals, enjoy helping customers, and want real opportunities for commissions and career growth, we'd love to meet you. - Deliver exceptional customer service by handling inbound calls, emails, and customer inquiries with professionalism and enthusiasm. - Educate potential customers on available services, procedures, and solutions while creating a positive customer experience. - Build strong customer relationships and represent the brand professionally during every interaction. - Convert qualified inbound and outbound sales opportunities into booked services while maintaining strong sales performance and close-rate metrics. - Follow established sales processes, contact center procedures, and quality standards to ensure operational excellence. - Accurately document customer interactions and maintain records within CRM and internal systems. - Collaborate with team members to achieve performance goals, customer satisfaction targets, and key business KPIs. - Demonstrate reliability, accountability, and consistent attendance while thriving in a fast-paced remote sales environment. Qualifications - Fluent English (C1/C2) and Spanish - 1–2 years of experience in Sales, Customer Service, Call Center, Customer Success, or Business Development - Strong communication and problem-solving skills - Comfortable using Google Workspace, Microsoft Office, and CRM tools - KPI-driven, agile, and coachable - Available to work rotating 8-hour shifts (40 hours/week), including possible weekends Requirements - Laptop (2010 or newer) with 8GB RAM - Internet speed of 50 Mbps or higher + backup connection - Second monitor preferred - Quiet and professional workspace Benefits - US$783 – US$957 per month (based on experience and qualifications) - This role offers one of the strongest earning opportunities in our network, including direct annual bonuses and performance-based commissions (Top performers can earn up to $45,000+ annually with commissions and bonuses) - High performers are regularly considered for promotions. Advancement opportunities may include: - Salary increases. - Additional bonus structures. - Leadership responsibilities. - Priority access to fixed schedules. - Greater earning potential. - Monthly medical insurance stipend (after eligibility requirements are met). - Birthday and Anniversary bonus. - Gym & wellness allowance. - Unlimited online fitness classes. - Company celebrations and holiday events. - Long-term remote career opportunities with international clients. Application Requirement Only CVs and applications submitted in English will be reviewed and considered. Applications submitted in any other language will not move forward in the selection process. To ensure a successful onboarding experience, candidates must be available to work from the eligible countries listed above and have no travel plans during their first 4 months in the role. If you have upcoming travel scheduled, we encourage you to apply once you are available to fully commit to the position.