Guided Assistance Representative

Outsourcing Advantage is a boutique business process outsourcing firm specializing in back-office and customer service support for U.S.-based businesses. With a strong presence in Santiago de los Caballeros, Dominican Republic, we offer a dynamic environment where professionalism and empathy are valued.

As a Guided Assistance Representative, you will play a vital role in ensuring customers receive clear, supportive guidance as they navigate online platforms and forms. Your ability to deliver patient, step-by-step assistance will directly impact customer satisfaction and the reputation of our client businesses.

Key responsibilities include:

• Assist customers with online tasks, forms, websites, and digital platforms
• Provide clear, step-by-step guidance tailored to each customer’s level of understanding
• Handle customer interactions with professionalism, empathy, and patience
• Manage multiple tasks efficiently while maintaining accuracy
• Troubleshoot issues and provide effective solutions in a calm manner
• Maintain confidentiality and discretion when handling sensitive information
• Deliver a positive and supportive customer experience during every interaction

Requirements

Required Qualifications:

• Strong verbal communication and active listening skills
• Comfortable navigating websites, apps, and online platforms
• Ability to multitask and work efficiently in a fast-paced environment
• Strong problem-solving and conflict de-escalation abilities
• Reliable, punctual, and self-motivated
• Previous experience in customer service, call center, or support roles is preferred
• Experience working with elderly or non-tech-savvy individuals is a plus

Hours

Sunday – Thursday 9:00 AM – 5:00 PM

Friday 9:00 AM – 1:00 PM

Benefits

• Competitive salary.
• Opportunity to work on diverse and exciting projects.
• Supportive and collaborative work environment.
• Weekly payments.
• Weekly Incentives based on performance
• Growth Opportunities
• Referral Bonus
• National holidays pay double the hourly rate
• US Holidays Off when applicable
• Best work environment in Santiago
• Morning shift available.