Customer Care Specialist

hace 1 semana


Santa Ana, Costa Rica Nitel A tiempo completo

The Role
You work side by side with our Sales team, who are the first contact with our partners. You provide a knowledge-based quotes and experience to give the best solutions. You are also in charge of procuring contracts and establishing lasting communications and relationships with our partners.

What You'll Do

  • Interface with customers; coordinate upgrades, renewals, cross sell, and upsell.
  • Open customer trouble tickets (logging customer disputes or requests accurately and completely) on all networkreported activities.
  • Listen carefully to understand customer needs and expectations on every call to ensure an exceptional customer experience.
  • Respond to requests, inquiries, or escalations in a timely manner, leveraging internal resources, processes, and protocols.
  • Submit orders, create contracts, and manage quoting tools.
  • Construct customerspecific carrier services approval workflows according to customer preferences and best practices.
  • Maintain positive relationships with customers/agents by identifying their needs.
  • Follow up with customers, sale agents, and carriers to confirm if requests are fulfilled per contract requirements.
  • Oversee and coordinate order fulfillment for all service providers' new orders and moves, adds, changes, or disconnections (MACD).
  • Collaborate with customers and vendors to ensure the smooth workflow processes, address users' needs and requirements, and facilitate changes if needed.
  • Maintain knowledge of and follow industry standards and best practices.
  • Strive to exceed monthly quotas.

What You'll Bring to Succeed

Required Qualifications

  • High school diploma or its equivalent
  • Advanced English level (written and spoken)
  • Minimum of 1 year of customer service, customer support, and/or sales experience
  • Confidence in working independently while able to escalate items you are unsure about
  • Ability to handle various tasks simultaneously and ability to organize, prioritize, and work efficiently and effectively under pressure and deadlines
  • Ability to work in multiple data systems at the same time
  • Critical Thinking (analyzing, evaluating, and problemsolving)
  • Self-Starter (proactive, able to work with mínimal supervision)
  • Adaptability
  • Time Management (define tasks, to do, prioritize and achieve)
  • Interpersonal Communication
  • Teamwork

Preferred Qualifications

  • Telecom and internet product knowledge
  • Experience using sales software and CRM tools


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