Customer Experience Specialist

hace 2 meses


San José, San José, Costa Rica Sitel A tiempo completo

About Sitel

Sitel is a global leader in the customer experience (CX) industry, providing innovative CX solutions, technology, and expertise to support operational needs for clients and deliver a seamless experience to customers in the moments that matter.

Our Core Values

  • Creativity: We strive to simplify complex processes and lead change in the industry.
  • Commitment: We aim to deliver exceptional results and make a positive impact on our clients and customers.
  • Connection: We foster a culture of collaboration and growth, where our employees can share experiences and learn from each other.

Benefits

  • Medical Services
  • Educational Reimbursement
  • Cafeteria and Transportation
  • ASO Sitel

Job Summary

We are seeking a dedicated Customer Service Representative to join our team at Sitel.

As a Customer Service Representative, you will be responsible for providing high-quality and accurate resolutions to customer inquiries, following established policies and procedures. You will answer general inquiries, offer effective solutions, and ensure customer satisfaction to meet client objectives successfully. Your goal will be to guarantee total customer satisfaction and fulfill client expectations through exceptional service.

Primary Job Responsibilities & Job Requirements

Requirements:

  • Fluent in verbal and written English, High Proficiency level. (85 %) (must)
  • Able to work in a dynamic and fast-paced environment (must)
  • High School Diploma (must)
  • Soft Sales Skills (desired)
  • Customer Service experience is a plus.
  • Basic Mathematical Skills
  • Listening skills
  • Negotiation skills.
  • Customer service oriented.
  • Adaptability.
  • Teamwork.
  • Stress tolerance.
  • Good data entry.

Responsibilities:

  • Identify problems and search for solutions to offer answers to questions from customers using the given channel of communication.
  • Be aware of current procedures to offer accurate information.
  • Document correctly the database using the given tools to keep track of customer requests through data entry.
  • Meet established individual and team performance targets, including customer service, productivity, and quality standards.
  • Follow up on the customer issue until is solved such as requests, payments, transactions, information changes, or any other issue addressed by the customer.
  • To communicate with the coach, team members, and other teams regarding problems, solutions, and trends.
  • To keep all equipment and tools under his/her responsibility in excellent condition. To keep account information confidential and protect it from unauthorized use.
  • To perform any other tasks, duties, or services requested by his/her immediate superior.


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