The Customer Service Representative will be part of our Americas SharedServices Center in Costa Rica, providing services & support to ourcustomers within the America’s region.
Representatives will be responsible forprocessing customer purchase orders and product returns, handling in-bound customercalls, and providing administrative sales support required for delivering ahigh-
quality customer experience. Career growth opportunities on this team willinclude Supervision, Quality Management, and Workforce Management, Salesrelated roles as well as other opportunities within the share center.
MAIN RESPONSIBILITIES :
Understandvariety of NI departments, processes, and applications to become effective insupporting customer needs
Processcustomer purchase orders from multiple sales channels with consistent speed andaccuracy using Oracle Order Entry application, Outlook, and other internalbusiness applications
Modifyor update order information as Customers’ needs change
Supportcustomer inquiries regarding order process, product availability, servicesdelivery, repair status, or other information regarding their accounts
Supportour internal and external sales inquiries regarding customer order status,product availability, or other order process related issues
Provideoptimal customer experience by effectively resolving customer issues in atimely manner
Handleinbound customer service calls for order processing from customers based in theUS or other countries within the Americas Region
Routeother inbound customer service calls for Technical Sales, Support or directtransfers from customers based in the US or other countries
Createand manage Customer data record within Oracle application before transferringcustomer calls to Tech Sales and Support to ensure proper data integrity of ourCustomer records
MAJOR CHALLENGES :
Deliver a consistent customer experience acrossall channels.
Understand customer expectations and know howto exceed them.
Deal with various situations related to thecompany and determine the functional area in order to solve it.
MINIMUM REQUIREMENTS :
Highschool degree and / or university students.
Minimum of 3 year ofexperience in transactional back-office roles in service center tasks.
Abilityto work Full-time, but flexible, 8-hour shift between department hours of 6 amto 7 pm CST Monday-Friday. Availability to work overtime as businessneeds require.
AdvancedEnglish level to ensure excellent reading, writing and verbal communicationskills. Must be able to communicate effectively with customers from UnitedStates regarding their product orders, service, and other customer inquiriesabout their account.
Oracleorder entry and application experience a plus
Proficientin computer usage and variety of basic skills.
Strongcustomer service attitude, positive outlook, excellent work ethic and drive tosucceed.
Effectivetime Management skills and a self-starter attitude.
Abilityto handle multiple duties and tasks that must be completed in a timely mannerto meet defined service levels.
Abilityto take ownership of customer needs and demonstrates initiative.
Demonstratesaptitude for learning new business application and enterprise software.
Demonstratesaptitude for and interest in learning / improving processes.
HOW TO BE SUCCESFUL IN THIS ROLE :
Do you want to be successful? The key is to have a great level ofcommunication in English, excellent customer service and attention to detail,great empathy, listening and assertiveness skills, and the ability to focus onconflict resolution to achieve good results for the customer and the company.
Time management and willingness to learn will also be essential.