Heredia Chat Customer Care Associate

hace 2 semanas

Heredia, Costa Rica Foundever A tiempo completo

**About Us**

Deliver a competitive advantage for your brand with deeper customer connections in the moments that matter.

**Job Summary**

Are you passionate about technology innovation and eager to support cutting-edge health check technology? At Foundever, we're on a mission to empower individuals to help our customers to optimize their health and well-being. Our innovative services and support are designed to help out global community gain a deeper understanding of their health, lifestyle and sleep quality-pillars we believe are essential for a healthy, fulfilled life.

**Requirements**:

- **Advanced English Speaker. Fluent in verbal & written English. (85%>) (must)**:

- **Full Schedule Flexibility: To work all schedules (weekdays & weekends) (must).**:

- **1 year of proven experience in customer service, with focus on live interactions in chat and/or phone channels (must).**:

- To adapt to changing policies and guidelines.
- To work independently and collaboratively in a fast-paced environment.
- Proficient in troubleshooting orders, shipping, and operational issues.
- Familiarity with CRM systems and knowledge base tools.
- Excellent written and verbal communication skills.
- To convey technical information in a clear and concise manner:

- To be the voice of the customer, advocate for an experience aligned with the brand.
- To share feedback through appropriate channels.
- To possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
- To demonstrate ability to handle challenging customer interactions with professionalism To collaborate with cross-functional teams and contribute to a positive team environment.

**Responsibilities**

**Customer Support**:
Resolve customer issues related to purchase, orders, shipping, and warranty with precision.

Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues.

**Technical Troubleshooting**:
Resolve technical issues related to software, hardware, and connectivity with precision.

Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues

**Customer Interaction**:
Deliver premium customer service through both chat and phone channels.

Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.

Exceptional verbal and written communication skills. Ability to articulate information clearly and concisely.

**Proactive Problem-Solving**:
Anticipate and address potential issues, preventing disruptions before they impact the customer experience.

Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives.

**Product Knowledge**:
Maintain up-to-date knowledge of our products and services to effectively assist customers.

Contribute to the creation and updating of knowledge base articles for internal and customer reference.

**Empathy and Communication**:
Demonstrate empathy and active listening skills during customer interactions.

Communicate complex concepts in a clear and understandable manner.

**Quality Assurance**:
Adhere to established quality standards in all customer interactions.

Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.

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