The Customer ServiceRepresentative will be part of our Americas Shared Services Center in CostaRica, providing services & support to our customers within the America’sregion.
Representatives will be responsible for processing customer purchaseorders and product returns, handling in-bound and out-
bound customer calls, andproviding administrative sales support required for delivering a high-qualitycustomer experience.
Career growth opportunities on this team will includeSupervision, Quality Management, and Workforce Management, Sales related rolesas well as other opportunities within the share center.
MAIN RESPONSIBILITIES :
o Understand varietyof NI departments, processes, and applications to become effective insupporting customer needs
o Process customerpurchase orders and quotes from multiple sales channels with consistent speedand accuracy using Oracle Entry application, Outlook, Salesforce and otherinternal business applications
o Modify or updateorder and quotes information as Customers’ needs change
o Support internal orexternal customer inquiries regarding order and quotes process, productavailability, services delivery, repair status, software installation andactivation or other information regarding their accounts by email or phone
o Provide optimalcustomer experience by effectively resolving customer issues in a timely manner
o Handleinbound / outbound customer service calls for order and quote processing fromcustomers based in the US or other countries within the Americas Region
o Route other inboundcustomer service calls for Technical Sales, Support or direct transfers fromcustomers based in the US or other countries
o Create and manage Customerdata record within Oracle application before transferring customer calls toTech Sales and Support to ensure proper data integrity of our Customer records
o Active UniversityStudent from Mechanical Eng., Electrical Eng., Industrial Eng., Electronic Eng,Business Administration, Human Recourses, Accounting
o Ability to workFull-time and flexible, 8-hour shift between department hours of 6 am to 7 pmCST Monday-Friday. Availability to work overtime as business needs require.
o Between 2- 3 yearsof experience in transactional back-office roles in service center task oradministrative roles focusing on customer service experience.
o Advanced Englishlevel to ensure excellent reading, writing and verbal communication skills.Must be able to communicate effectively with customers from United Statesregarding their product orders, service, and other customer inquiries abouttheir account.
o Oracle order entryand application experience a plus
o Proficient incomputer usage and variety of basic skills.
o Strong customerservice attitude, positive outlook, excellent work ethic and drive to succeed.
o Effective timeManagement skills and a self-starter attitude.
o Ability to handlemultiple duties and tasks that must be completed in a timely manner to meetdefined service levels.
o Ability to takeownership of customer needs and demonstrates initiative.
o Demonstratesaptitude for learning new business application and enterprise software.
o Demonstratesaptitude for and interest in learning / improving processes.