Customer Care Specialist

hace 24 horas

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 network-reported 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 customer-specific 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 problem-solving)
- 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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