Customer Support Agent
HP
Heredia, Costa Rica
hace 2 horas

Responsibilities :

  • Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
  • Monitor the service event through completion for compliance.
  • Manage the service requests of customers through different access channels.
  • Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
  • Provide resolution and feedback based on analysis.

  • Leads in projects for process or quality improvements and documents changes.
  • Works with escalated customers and drives actions in post incident reviews.
  • Manages multiple tasks or cases simultaneously without supervision.
  • Acts as a mentor and may provide some supervision of other non-exempt employees. May provide input on training material for new and existing processes.
  • Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types.

    Education and Experience Required :

    High school education or equivalent; some college level education preferred. Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education

    Very fluent Portuguese skills both written and verbal (80%)

    Knowledge and Skills :

  • Superior communication skills both written and verbal in Portuguese
  • Experience in customer facing role either remote or face to face
  • Understands internal processes and tools
  • Computer proficiency
  • Problem solving skills
  • Accuracy in data entry
  • Excellent fluency in language to be supported.
  • Experience in a phone based remote role
  • Familiarity with computer technology
  • Time management skills
  • Oversee compliance with operating procedures and standards
  • Advanced knowledgeable in call routing and case management processes and obligation systems.
  • Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
  • Organizational skills to manage workflow and tasks
  • Process analysis and documentation
  • Ability to mentor and train new agents
  • Ability to participate or lead in projects for process or quality improvements
  • Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación