Customer Service Representative (Inbounds & outbounds calls)

Our client, an important company specialized in consulting and outsourcing (customer services), located in Flores of Heredia, requires a Customer Service representative. This position will provide professional business support and service to the customer to ensure high levels of satisfaction and productivity. This role supports customers and stakeholders using various channels of interaction, including voice, email, cases, and chat. 

The role is hybrid after the first 90 days of work.

Duties

• Speak to customers and stakeholders in a pleasant and professional manner over the phone.
• Communicate appropriately and clearly with department management, co-workers, and customers.
• Perform all components of call processing for inbound and outbound contacts.
• Document calls in the applicable system in a timely and accurate manner, as prescribed by current standards and policies.
• Ensure that performance, quality, and operational metric standards are met.
• Demonstrate the ability to be kind, compassionate, considerate, approachable, friendly, and open-minded.
• Support the contact center vision and strategy, positively promote the services offered, and escalate issues to contact center management as appropriate.
• Suggest ideas for positive changes in department policies and procedures.
• Practice and adhere to the "Code of Conduct."
• Other responsibilities of the position.

Skills and Experience

• English Spanish Language (Oral and writing 80 % or higher), (B2+ or above).
• 1 year of experience in Customer Service or Contact Center agent.
• Must have a high school diploma.
• A genuine interest in working with and helping customers.
• Must possess excellent communication skills and involvement.
• Availability from Monday to Friday, with flexible schedules.