Customer Support Representative – French, Spanish and English

Costa Rica
Posted 2 days ago

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)

Job Features

Job CategoryTech Support
Job Level1 - 5 Years
Experience1-2

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