Customer Service Resolution Specialist
hace 2 días
We are seeking a highly skilled Customer Service Resolution Specialist to join our team. In this role, you will be responsible for handling escalations and requests from various departments to facilitate the money transfer process, primarily in North America and Latin America regions.
Key Responsibilities- Connect with different departments to find solutions to complex scenarios.
- Ensure compliance with deadlines, SLAs, and follow-ups, providing updates or resolution to agents.
- Deliver excellent quality service at all times.
- Keep documentation and procedures up-to-date with industry standards.
- Monitor processes and ensure they are correctly followed by the first level of interaction.
- Catch improvement opportunities by bringing ideas, participating in projects, documenting procedures, providing coaching/shadowing/training sessions.
- High school degree required; college degree or equivalent preferred.
- Strong verbal and written English skills.
- Experience with different accents is a plus.
- Preferably 2-3 years' previous experience in Call Centre industry.
- Strong problem-solving ability while focusing on excellent customer service.
- Competent in providing constructive feedback, strong analytical skills, logical thinker, effective time management skills, and ability to multi-task.
- Root cause analysis experience is a plus.
- Meticulous, detailed, and organized.
- Ability to work autonomously.
- Intermediate Microsoft Office and Excel skills are a plus.
Western Union is a globally diverse organization that values unique contributions and allows employees to thrive. We design easy-to-use products and services for our digital and physical financial ecosystem, helping customers move forward. Our company is committed to making financial services accessible to humans everywhere.
BenefitsYou will have access to short-term incentives, multiple health insurance options, accident and life insurance, and best-in-class development platforms, among other benefits.
In addition to these benefits, as a Costa Rican employee, you will enjoy:
- 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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