Customer Service Representative

hace 3 semanas


San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica Srl - B20 A tiempo completo

Key Responsibilities:
- Monitor and respond to app reviews within 3 hours of receipt during business hours, updating responses when bugs are resolved and new features are launched.
- Triage and respond to high-priority inquiries on weekends and holidays within 24 hours, as necessary, in coordination with your manager.
- Promptly report any product malfunctions to the Product and Marketing teams.
- Gather customer feedback and share with our Product and Marketing teams.
- Share feature requests and effective workarounds with other customer-facing team members.
- Provide weekly reports to management on customer service volume and trends.
- Inform customers about new features and functionalities.
- Create and maintain customer-facing FAQs, videos and other support materials.
- Various special projects related to hygiene of customer records in our systems.

About the Team:
Wondery, an Amazon company, is a premium podcast studio known for character-driven, binge-worthy stories. Our team is dedicated to delivering exceptional customer experiences and creating engaging content for our listeners.

Requirements:
- Bachelor's degree
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Avid podcast listener, familiar with a variety of podcast apps



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