Customer Service & Sales Support Senior Agent
Heredia, Costa Rica
hace 1 día

Responsibilities :

Respond to calls inbound / outbound.

Lead the day strategy and keep full communication w / team trough Team’s Chat

Monitoring specialist calls to ensure best practices are met.

Perform 1st level escalations for customer satisfaction.

Respond to team inquiries with regards to calls / off phone assignments giving direction

Advising manager of best business practices when communicating with other departments to insure any need is met.

Monitoring Avaya to ensure service level agreements are met and agents are adhering to their schedule

Responsible for HHOSST email box

Updating and monitoring all processes. Delivering them to the team.

Responsible for working all Order Escalations sent to Leadership email

Provide coaching to specialists.

Review Dynamics reports to make sure all functions are being handled correctly and efficiently.

Responsible for monitoring all outbound functions (Chargebacks, Spreadsheet, Decline Reports, etc.) are being worked and handled correctly.

Responsible for generating and Monitor the Decline Reports.

Education and Experience Required :

  • 1 year university degree or equivalent experience
  • Typically 1+ years experience in a customer service role
  • Knowledge and Skills Required :

  • Excellent English fluency and communication skills required
  • Strong customer service skills
  • Advanced problem-solving and analytical skills
  • Strong teamwork skills
  • Computer proficiency, experience with business applications
  • Self-starter and quality driven
  • Interest in accomplishing goals and exceeding expectations
  • As part of the Sales Support team, this crucial role will report directly to the Sales Support Manager and will be responsible for leading, controlling, reporting and executing HP shopping second level tasks.

    Being a successful leader and contributor can open doors for your career - many of our employees go on to manage major roles and responsibilities.

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