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Job Listing

Contact Center Agents (Portuguese)

Job Location: San Jose

Regional Description: Costa Rica

Job Number: 00610273


- Job description

Key Responsibilities / Activities

         Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation

         Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution

         Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention

         Develops and maintains knowledge of customer and customer specific business environment

         Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements

         Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings

         May perform follow up on incidents with customer to ensure customer satisfaction

         May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead

         May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction

         May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

         May complete and resolve non-call customer contact requests received by mail, web or email

Skills Requirements

         Bachelor degree or 3 years diploma with preferable experience on Service Now/ticketing systems

         Good communication and written skills in English, Spanish and Portuguese

         Client/Customer handling experience

         Excellent customer service skills

         Proficient in Metrics and Reporting

         Proficient in MS Office including MS Excel, Word and PowerPoint

         Should be capable to take initiatives, team player

         Should be capable to do training with customers

         Develops and maintains good working relationships with others

         Acts confidently in uncertain circumstances; works effectively in ambiguous situations

         Takes well thought-out action to achieve a specific impact

         Positive, energetic, enthusiastic attitude

         Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided



Previous Experience


·       +1 year experience in Customer Service.


Language Requirements: Excellent English, Spanish and Portuguese communication skills (Written and Oral)


Qualifications Internal: Always  have to put the following text:

Employees applying concurrently for more than one position must make the recruiter aware of the other applications during their first interview.

· Policy 500 – Permanent Position and Career Model Transfers

· Policy 750 – International Temporary Transfers for Groups


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