Costa Rica

Retail Customer Service Representative

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Job title: Retail Customer Service Representative
Work Location: Heredia, Costa Rica
Experience: 6 months to 1 year
Education Qualification: High School Diploma
Number of Openings: 150+

Roles and Responsibilities:

  • Help customers with purchase issues, payment methods, and general issues that they might face with the client’s products

 

Required Skills & Desired Skills:

  • Advanced English
  • Highschool Diploma
  • Call Center experience is a plus

Technical Service Representative

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Job title: Technical Service Representative
Work Location: Heredia, Costa Rica
Experience: 6 months to 1 year
Education Qualification: Highschool Diploma and technical studies are a plus
Number of Openings: 150+

 

Roles and Responsibilities:

  • Help customers with basic device troubleshooting

 

Required Skills & Desired Skills:

  • Advanced English
  • Highschool Diploma
  • Call Center experience is a plus
  • Technical experience is a plus
  • Studies in a technology career are a plus

Customer Support Representative – French, Spanish and English

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Designation: Customer Support Representative – French, Spanish and English
Location: Ultra Park 1, Heredia Costa Rica
Experience: 6 -24 months

 

Roles and Responsibilities:

  • Handle incoming calls and process/complete tasks identified in cases received through the CRM portal and assigned queues
  • Triage incoming cases received by CRM. Prioritize & Assign by priority category, offer case acknowledgment & expectations to customer
  • Provide application support by creating cases, conducting & documenting initial discovery, and escalating when necessary
  • Adhere to established SLAs, and productivity/performance goals
  • Provide world class Customer Support by delivering service in accordance with Vonage values
  • Perform database searches
  • Gain an understanding of the product line and the role of Movate in supporting Vonage
  • Remain empathetic and concerned with resolving the customer’s issue
  • Provide exceptional customer service at all times
  • Ensure all transactions are documented appropriately
  • Ensure to achieve all KRA and KPIs for the project
  • Maintain high level adherence and compliance towards policies, process and procedures

 

Education:

  • High School Bachelor’s Degree – (For Costa Rica: Technical High School Diploma in Electronics is a plus, other GEOs should adapt to their corresponding education system’s conventions).

 

Required:

  • Call center previous experience Phone-based support skills, preferred
  • Strong customer service orientation and disposition
  • Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concern.
  • Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, Excel, Word)
  • Excellent French and Spanish, English Writing skills with good English communication skills & Spanish written and verbal communication skills
  • A self-starter who is able to operate independently, within a team environment
  • Interest in technology (although prior related technology expertise is not required)

Customer Support Representative – Costa Rica

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Designation: Customer Support Representative
Location: Ultra Lag, Lagunilla, Heredia, Costa Rica
Walk-in Date: 2nd and 3rd of March
Experience: 6+ months experience as a customer service representative
Number of Positions: 200+

 

Roles and Responsibilities:

  • 20%- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy.
  • Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up.
  • Documents details of customer interaction into system.
  • 20%- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.
  • 20%- Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled.
  • 10%- Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier.
  • 20%- Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.
  • 10%- Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases.

 

Required:

  • High School Diploma
  • 6+ months experience as a customer service representative
  • Excellent Fluency in English (Written and spoken)
  • Active listening
  • Attention to detail
  • Empathy
  • Critical thinking
  • Speed to solution

Team Leader

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Job Title: Team Lead
Location: Ultra Park 1, Heredia, Costa Rica
Experience: Minimum one year of leadership experience

 

Responsibilities

  • Facilitating meetings with supervisors to discuss performance issues and provide feedback on progress
  • Managing employee performance, including conducting performance evaluations and providing feedback to employees
  • Managing work schedules and overtime hours for the team, making sure that all shifts are covered
  • Conducting training sessions to help employees improve their skills and learn new processes
  • Reviewing incoming calls or chats to determine how best to respond to customer inquiries
  • Scheduling meetings to discuss issues or concerns with customers or other departments within the company
  • Monitoring call centre activity to identify opportunities for improvement or resolve-times in real time
  • Identifying opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations
  • Developing and implementing new training programs as needed to support department goals

 

Qualifications

  • Advanced English level ( B2/B2+)
  • At least 1 year of leadership experience
  • Excellent phone etiquette and excellent verbal, written, and interpersonal skills
  • Ability to multi-task, organize, and prioritize work

 

CSS Corp is now Movate

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