We are seeking dedicated and empathetic individuals to join our team as a Customer Service Agent, specializing in reviewing account status/information thoroughly by using the tools available and find the best solution for the customer where applicable. Take necessary follow up actions until the customer issues are fully resolved.
Key Responsibilities:
Negotiate payment terms/arrangements if applicable.
Review account status/information thoroughly to understand the customer’s inquiry/need.
Respond to inquiry/need and decide upon the most appropriate solution, if applicable.
Recommend appropriate solutions, products and/or alternative options to resolve customer inquiry/need, if applicable.
Overcome consumer objections; refer complaints immediately to the appropriate MC/TL/relevant department.
Engage with customers on all inbound/outbound calls, emails, and other channels of communication applicable and/ or supports to update customer’s account information
Skills
Expresses and transmits information with consistency and clarity, using active listening techniques in order to effectively understand provided feedback; summarizes information according to the audience in order to promote engagement and increase understanding.
Can break down a situation into smaller pieces to identify key issues, figuring out cause-and-effect relationships in order to solve. Uses logic and analytical methods to come to a realistic solution.
Can focus on desired outcomes, and the means by which they are achieved, by meeting or exceeding standards based on past performance, goals, and objectives, as well as the performance or achievements of others.
Provides superior service to both internal and external customers
Works cooperatively and effectively with others to reach a common goal. Participates in-group activities, fostering a team environment.
Able to anticipate, diffuse and resolve disagreements, confrontations, tensions and complaints in a practical and constructive manner in order to achieve results, solve service delivery difficulties, gain acceptance to plans, policy implementation and proposals.
Previous experience in a Collections role is preferred but not required
This role is located in Costa Rica. Schedule is Monday thru Friday
