Customer Experience Advocate

hace 8 horas


San José, San José, Costa Rica Tech Firefly A tiempo completo
Job Description

The Customer Service Specialist will be responsible for managing large volumes of incoming calls, building sustainable relationships with customer accounts through open and interactive communication, and providing accurate and complete information by utilizing the right methods and tools. Key responsibilities include handling customer complaints, providing appropriate solutions and alternatives within time limits, following up to ensure resolution, and maintaining records of customer interactions.

Requirements

To be successful in this role, candidates must have 1+ year of experience in contact centers or customer service roles. Prior experience in claims, warranty, or insurance is beneficial. Strong C1 English written and spoken skills are required, as well as proven interpersonal skills with an emphasis on empathy and assurance. Additionally, candidates must demonstrate strong problem-solving skills, a professional attitude, enthusiasm, and reliability. The ability to multitask between multiple phone lines, client programs, assess customer issues, answer agents' questions, research, enter notes, and maneuver multiple systems is also essential. Effective written and verbal communication skills are necessary, as is the ability to work a flexible schedule including nights, weekends, and holidays. Finally, candidates must be able to learn quickly and adapt to change.

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