Sr Customer Service Representative

Position Summary:  

Based in our Shared Service Center in Costa Rica, the Customer Service team are responsible for supporting our clients throughout the lifecycle including invoicing, administration, order management, quotations, master data. Customer Service Representatives provide exceptional customer support, promptly and accurately when responding to internal and external customer requests.  

Key Responsibilities: 

• Be a role model and provide exceptional customer service experience to our external customers and internal stakeholders in the field of invoicing, administration, order management, quotations, master data. 

• Deal with complex customer requirements, manage escalations, processing and follow up all relevant requests within the division’s guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers’ requests or resolve issues to ensure timely handling of enquiries. 

• Become proficient in Customer Relationship Management systems. 

• Adhere to company policies, operational regulations and departmental training guidelines. 

• Deliver on promise on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives. 

• Play a key role on assignments/projects as required by business expectations. 

• Consistently apply and meet the process expectations and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality. Develop and review training materials and contribute to new joiner trainings.  

• Use relevant daily customer service reports

• Assess individual customer requirements and if required direct activities to appropriate partner departments. 

• In order to meet the seasonal requirements of the business, it might be required to participate in cross training and cross support activities, which involve joining assignments to other customer service teams. 

Skills: 

• Demonstrate high integrity and compliance. 

• Display attention to detail and accuracy. 

• 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. 

• Strong written and verbal communication skills. 

• Good organizational skills and the ability to prioritize workload effectively. 

• Must demonstrate judgment, diplomacy in dealing with internal and external customers. 

• Work on own initiative on daily routine tasks as well as solving system issues. 

• 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. 

Experience: 

• A minimum of 2-3 years’ customer service experience is required in an SSC/multinational/office environment. 

• Experience with ERP systems preferred but not essential. 

Education: 

• Requires a high school diploma. A Bachelor’s Degree is preferred but not essential, candidates with relevant experience and knowledge will also be considered.  

Working Conditions: 

• This position requires repetitive typing and regular use of a computer plus multiple displays. 

• Most of the other physical demands are typical with those associated with an office environment. 

• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce. 

Key responsibilities stated in this document are the minimum required but are not limited to these, always within Customer Care area of expertise.