Customer Service Liaison

hace 2 meses


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

The role of the Client Support Specialist embodies a commitment to delivering exceptional customer experiences through efficient and timely handling of pre- and post-transaction queries.

This position supports and encourages clients in utilizing digital tools, identifying opportunities for upsell in collaboration with the Sales team.

Key responsibilities include:

  • Resolving multi-channel client transaction queries, providing immediate answers where possible and escalating to Sales teams when required.
  • Utilizing business and product knowledge to identify opportunities to refer clients to Sales teams and increase revenue.
  • Supporting clients in utilizing digital platforms, demonstrating the functionality of online tools and explaining their benefits.
  • Ensuring adherence to agreed SLAs and KPIs.
  • Delivering high-quality, consistent interactions with clients.
  • Handling client contacts with a professional demeanor.
  • Supporting the collection of required documents from clients through proactive outreach and reminder processes.
  • Contributing to trend analysis of calls to support strategic client experience enhancements.

Additionally, the Client Support Specialist will be responsible for:

  • Maintaining accurate SFDC records.
  • Ensuring timely and accurate handling of client requests.
  • Participating in team initiatives as needed.
  • Identifying areas of improvement and presenting suggestions to the team.


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