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 ResponsibilitiesDeliver professional and timely support to residents via chat, email, and resident portal channelsAct as the primary liaison for resident inquiries, concerns, and service-related requestsReceive, document, and coordinate maintenance requests with internal departmentsResolve apartment-related concerns, complaints, and general service inquiriesInvestigate and address billing discrepancies with accuracy and professionalismMaintain accurate records of customer interactions and case updates within CRM systemsUtilize SAP and internal platforms to monitor, update, and manage service ticketsConduct follow-ups to ensure complete issue resolution and resident satisfactionEscalate complex or high-priority concerns to the appropriate teams when necessaryConsistently meet service-level expectations related to response times, quality, and customer satisfaction metrics
