Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

POSITION OVERVIEW:

Based at the Shared Service Center in Lagunilla, Costa Rica, the Customer Care team is responsible for supporting our clients through high volume, complex tasks. Customer Care Specialists provide exceptional customer support, promptly and accurately when responding to internal or external customer requests.  
In addition to the above, the Customer Care Specialist provides active support to management when required to drive customer loyalty, maximizing business performance and aligning to the overall business objectives.

MAJOR AREAS OF RESPONSIBILITY:

•  Be a role model and provide exceptional Customer Care experience to our customers and internal stakeholders in the field of client services. 
•  Drive the resolution of complex customer requirements, manage escalations, processing and follow up all relevant requests within the division’s guidelines, liaising with partner functions to fulfil customers’ requests or resolve issues to ensure timely handling of enquiries. 
•  Adhere to company policies, operational regulations and departmental training guidelines. 
•  Deliver on promise on daily/weekly/monthly key performance indicator metrics. Proactively engage and drive efficiency and productivity initiatives. 
•  Take the lead as a single point of contact for technical activities on assignments/projects as required by business expectations.  
•  Drive and continuously improve processes and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality. Actively drive and develop and review training materials and contribute to new joiner trainings.  
•  Assess internal and external customer requirements and if required direct activities to appropriate partner departments. 
•  Support the management team with consolidated operational data and service reports as needed.

REQUIRED EDUCATION / EXPERIENCE / SKILLS:
•  A minimum of 3 years customer care experience is required in an SSC/multinational/office environment.
•  Strong analytical capability with the ability to assess operational data, identify and communicate risks clearly, and operate effectively in structured, repetitive environments.
•  Experience with ERP systems preferred.
•  Requires a high school diploma or a Government Body award. A Bachelor’s Degree is preferred but not essential, candidates with relevant experience and knowledge will also be considered.  
•  Fluency of the English Language and strong communication skills, both written and verbal.
•  Display stringent attention to detail and accuracy.
•  Demonstrate high integrity and compliance.
•  Be able to lead and facilitate meetings, take ownership for actions.
•  Must be very approachable, calm, and methodical.
•  Good problem-solving skills and ability to multitask under tight deadlines.
•  Must possess self-motivation, enthusiasm, a positive attitude and perform as a team player.
•  Exceptional organizational skills and the ability to prioritize workload effectively.
•  Must demonstrate judgment, diplomacy in dealing with internal customers.
•  Ability to deal with ambiguity, to act without having all details available, have a sense of ownership of roles and responsibilities and ability to see the bigger picture, demonstrate a “can-do” attitude and a proactive solution-focused mindset.
•  Competent Microsoft Office user, specially Excel.
•  Project Coordinator experience is a plus

•  Backoffice SME experience is a plus