Customer Service Representative - Portuguese (Costa Rica)
Escazu,Costa Rica
hace 3 días

About the role

BBS Global Center is looking for high performing individuals who are success driven and interested in a career at Bacardi.

The Contact Center Clerk position is a highly competitive role structured to strengthen Contact Center and finance competencies.

You will gain experience in the Shared Service industry. This role provides support and training needed to develop a well-

rounded finance and contact center skillset, which will be the foundation for advancing your career Bacardi.The BBS Global Center is a global business operation supported by the Bacardi executive and senior leaders throughout the organization.

The Contact Center Clerk is responsible for the help desk support to our different Stakeholders.

Key accountabilities and responsibilities

  • Support vendor inquiries through Sys Aid and toll-free number phones in Costa Rica
  • Local market support
  • Performing the PTP KPIs analysis to be presented into the monthly market reviews
  • Identify and support continuous improvement opportunities
  • Accomplish with the 95% in the SLA of tickets resolution with accuracy on the resolution given
  • Maintain a positive NPS score about the satisfaction of our internal and external Customers
  • Ensure AP procedures conform to GAAP and Bacardi policies and procedure.
  • Measures of success

  • Quality metric on all of the incidents via SysAid and Phone
  • Self-Awareness and integration of Self and Role
  • Effective communication
  • Understands the importance of Diversity
  • Creating and maintaining a respectful workplace
  • Encouraging Teamwork and work towards conflict resolution
  • Critical experiences for success

    To be successful in this role you will have / be :

  • Strong analytical, diagnostic and problem solving skills
  • Ability to push creative thinking beyond the boundaries of existing company practices and mindsets
  • Detail oriented with the ability to capture information in a clear, concise manner and can adapt information
  • for various audiences
  • Basic to Advanced knowledge of MS Office Suite
  • Accounting knowledge
  • Working knowledge of major ERP platforms, preferably SAP
  • Great Customer service skills
  • Ability to adapt to a changing environment
  • Spanish proficiency : 100%
  • English proficiency : 90%
  • Portuguese : 85%
  • The following experiences are preferred :

  • Experience in the Spirits and / or FMCG industry is a distinct advantage
  • Solid knowledge of Bacardi Business Partner / Shared Services / Centre of Expertise
  • Experience in Shared Services environment preferred
  • Previous experience in Finance and Accounts Payables Operations
  • Additional languages : Preferred
  • LEADERSHIP EXCELLENCELiving our Values and demonstrating high Learning Agility will be fundamental not only for success in this role, but also for potential growth to other roles across Bacardi in the future.

    We have a clearly defined Leadership Excellence framework, and you will be expected, as a senior leader to be a role model of all 6 elements : Focus Externally to Win / Drive Execution and Results / Lead Strategically and Know your Business / Make the Matrix Work / Lead by Example / Develop and Inspire Talent

    Our ways of working

    Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire.

    We’re caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly.

    We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure.

    We’re passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work : we commit energy, heart and soul.

    We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we’re most proud of : our True Heart and Winning Spirit both in our home markets and across the world.

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