Customer Service Excellence Specialist

hace 3 días


HerediaHEAFZ Edificio, Costa Rica Cognizant A tiempo completo

Job Summary:

We are seeking a dedicated Senior Process Executive - CHD with 1 to 3 years of experience in customer service. The ideal candidate will be responsible for providing exceptional customer support, ensuring customer satisfaction, and contributing to the overall success of our operations. This role requires proficiency in Spanish and English and the ability to work night shifts from our office.

Key Responsibilities:

  • Provide exceptional customer service by addressing customer inquiries and resolving issues promptly.
  • Ensure customer satisfaction by maintaining a high level of professionalism and empathy in all interactions.
  • Utilize technical skills to troubleshoot and resolve customer issues efficiently.
  • Collaborate with team members to improve processes and enhance the customer experience.
  • Maintain accurate records of customer interactions and transactions.
  • Follow company policies and procedures to ensure compliance and consistency.
  • Monitor and report on customer feedback to identify areas for improvement.
  • Assist in the development and implementation of customer service strategies.
  • Participate in training sessions to stay updated on product knowledge and customer service best practices.
  • Handle escalated customer issues and provide appropriate solutions.
  • Work closely with other departments to ensure a seamless customer experience.
  • Contribute to the achievement of team and company goals by meeting performance targets.
  • Adapt to changing customer needs and business requirements.

Qualifications:

  • Possess strong technical skills in customer service.
  • Have experience in customer experience offerings and store operations is a plus.
  • Demonstrate excellent communication skills in Spanish and English.
  • Exhibit strong problem-solving abilities and attention to detail.
  • Show proficiency in using customer service software and tools.
  • Display a high level of professionalism and empathy.
  • Be able to work night shifts from the office.
  • Have the ability to work effectively in a team environment.
  • Show a commitment to continuous learning and improvement.
  • Demonstrate the ability to handle stressful situations calmly and effectively.
  • Possess strong organizational and time management skills.
  • Have a proactive approach to identifying and addressing customer needs.
  • Exhibit a positive attitude and a willingness to go the extra mile for customers.

Certifications Required:

Certified Customer Service Professional (CCSP) or equivalent certification in customer service.



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