Senior Specialist, Customer Care

hace 6 días

Santa Ana, Costa Rica Western Union A tiempo completo

**Senior Specialist, Customer Care - Santa Ana, Costa Rica**

Are you ready to use your analytical skills, business acumen, and eye for detail? Do you want to unleash for ability in a global company that is dedicated to moving money for better? Join Western Union as a Senior Specialist, Customer Care.

**Motivated by our values: Purpose driven, globally minded, and trustworthy & respectful**

We’re a FinTech that’s using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We’re a team of over 8,000 employees serving 200 countries and territories. We believe when money moves, better things happen.

**Better starts and ends with the customer**

You will be part of the Field Escalations Desk team. Your daily tasks will include the analysis of escalated cases to provide resolution on complex scenarios related to Agent Support processes using your knowledge and contacts for the best outcome. Your role will require managing written communication with SAM organization, Partners, and internal areas while ensuring that an excellent quality service is always delivered. Your role will not only be vital in ensuring that our processes and procedures are followed but also revising them to find the best approaches and solve or even prevent escalations by providing tools, training, or development to the teams that escalate cases.

Here are some skills, attributes, and qualifications you will have:

- Methodical, detailed and organized.
- Responsibility to work autonomously.
- Problem-solving skills
- Procedure-oriented, customer oriented and quality oriented.
- Ability to follow instructions, procedures, and deadlines.
- English skills(B2+).
- Adhering to regulatory requirements.
- Ensuring documentation integrity.
- Intermediate Microsoft Office and Excel is a plus
- Experience in shared services is a plus

**Join us, and let’s connect the world**

We’re a company on the move, and we want our people to grow and develop. You’ll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

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