Customer Service Resolution Specialist
hace 13 horas
**About the Role**
We are seeking a skilled Customer Service Resolution Specialist to join our Field Escalations Desk team.
This individual will be responsible for analyzing escalated cases and providing resolution on complex scenarios related to Agent Support processes.
The ideal candidate will possess strong analytical skills, business acumen, and the ability to work autonomously.
Responsibilities:
- Analyze escalated cases and provide resolution on complex scenarios.
- Manage written communication with SAM organization, Partners, and internal areas.
- Ensure excellent quality service is always delivered.
- Revisit processes and procedures to find best approaches and solve or prevent escalations.
Requirements:
- Methodical, detailed, and organized.
- Autonomous working style.
- Strong problem-solving skills.
- Procedure-oriented, customer-oriented, and quality-oriented.
- Ability to follow instructions, procedures, and deadlines.
- English language proficiency (B2+).
- Adhering to regulatory requirements.
- Ensuring documentation integrity.
Benefits of Working at Western Union
You will have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms.
In addition, as an employee in Costa Rica, you will enjoy:
- Asociación Solidarista benefits.
- Paid time off including extended maternity leave.
- In-house company doctor services.
- Continuing Education opportunities.
- Transportation services options.
- Parking spaces.
- Hybrid model work.
- Flexible Working Schedules if applicable.
- Referral Program award.
- Employee Resource Groups (ERG) and committees to volunteer with.
- Carpooling Program.
- Price Smart membership.
- Pan American Medical and Life insurance.
- Cafeteria Subsidy.
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