Customer Service Representative 1
NI (National Instruments)
Heredia, Heredia, Costa Rica
hace 1 día

Job Description

The Customer Service Representative will be part of our Americas Shared Services Center in Costa Rica, providing services & support to our customers within America’s region.

Representatives will be responsible for processing customer orders and product returns, quotations, handling inbound customer calls, and providing administrative sales support required for delivering a high-quality customer experience.

Career growth opportunities on this team will include people management, quality management, and workforce management, Sales related roles as well as other opportunities within the Share Service Center.

MAIN RESPONSIBILITIES :

Understand and interact with a variety of NI departments, processes, and applications to support customer needs

Support sales opportunity management for broad-based customers by fulfilling customer requests or escalating to the right path as needed.

Basic treatment understanding of broad-based customers throughout the sales and post-sales cycle.

Provide optimal customer experience by effectively resolving customer issues promptly

Process customer standard and non-standard orders and quotes transactions from multiple sales channels with consistent speed and accuracy using Oracle Order Entry application, SalesForce, Outlook, and other internal business applications

Timely follow up with customers on pending actions to help them complete their transactions via phone and email

Support standard and non-standard customer inquiries regarding order process creation or modification, product availability, services delivery, repair status, or other information regarding their accounts via phone or email

Assist the Sales team throughout the buying cycle by providing transactional support and information related to the customer’s purchase process.

Create and manage Customer data record within Oracle application before transferring customer calls to Tech Sales and Support to ensure proper data integrity of our Customer records

Handle inbound customer service calls for standard and non-standard orders or quotes processing from customers based in the US or other countries within the Americas Region

Asses and route inbound customer calls related to Sales, Technical Support, post-sales support, direct transfers, and miscellaneous inquiries from customers based in the US or other countries within the Americas Region

MAJOR CHALLENGES :

Deliver a consistent customer experience across all channels.

Understand customer expectations and know-how to exceed them.

Deal with various situations related to the company and determine the functional area to solve them.

Partner with various teams and functions to deliver a customer effortless experience.

MINIMUM REQUIREMENTS :

Technical High School degree or actively studying a university career (review the related careers in the following line).

Preferred : University bachelor's degree completed or technical careers. (Possible careers : Engineering, Business Administration, Human Recourses, Accounting, Finance, Marketing, Psychology, Education)

Preferred : Understanding of KCS methodology or other knowledge management methodologies.

Preferred : Expertise in Account Management and differentiated account treatment strategy.

Between 2-3 years of experience in Share Service Centers.

Ability to work Full-time, but flexible, 8-hour between department hours of 6 am to 7 pm CST Monday-Friday. Availability to work overtime as business needs require.

Advanced English level to ensure excellent reading, writing, and verbal communication skills. (B2+)

Must be able to communicate effectively with customers from the United States regarding their product orders, service, and other customer inquiries about their account.

Proficient in computer usage and a variety of basic skills.

Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.

Effective time management skills and a self-starter attitude.

Ability to handle multiple duties and tasks that must be completed on time to meet defined service levels.

Ability to take ownership of customer needs and demonstrate initiative.

Demonstrates aptitude for learning new business applications and enterprise software.

Demonstrates aptitude for and interest in learning / improving processes.

Oracle order entry and application experience a plus

HOW TO BE SUCCESSFUL IN THIS ROLE :

Do you want to be successful? The key is to have a great level of communication in English, excellent customer service and attention to detail, great empathy, listening and assertiveness skills, and the ability to focus on conflict resolution to achieve good results for the customer and the company.

Time management and willingness to learn will also be essential.

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