Customer Service

Summary

Join SMASH, a tech talent agency connecting professionals in Costa Rica and Colombia with US companies. This remote Customer Service Representative role requires 3+ years of experience, including 2+ years remotely, and a high school diploma. You will handle customer inquiries via phone and email, resolve issues, process payments, and collaborate with other departments. The position offers work-from-home flexibility and benefits like an English academy, business skills coaching, and tech university discounts. Success requires excellent customer service skills, strong communication, problem-solving abilities, and the ability to manage multiple tasks. Applicants must be Costa Rican citizens or have work permits.

Requirements

• High school diploma
• 3+ years prior work experience in Customer Service, with 2 years or more of this in a remote environment
• You must clearly explain how the work you do helps support customers and the company
• Citizenship or work permit in Costa Rican

Responsibilities

• Answer telephone calls, gather information, and solve customer's needs within one call
• Process payments from customers using various collection methods to includes inbound & outbound calls while adhering to company guidelines
• Communicate maintenance issues to customers via outbound calls, e-mail, or text
• Serve as backup to the sales team on limited, overflow reservations & rental opportunities
• Determine and provide solutions by caring, appreciating, and informing the customer
• Problem-solve issues while on the phone and collaborate with the correct department to resolve the issue
• Respond to customer inquiries by telephone or e-mail to provide a one-contact resolution while providing a best-in-class customer experience
• Resolve routine and fundamental problems and communicates solution or requested information to the customer
• Analyze a customer's service needs and resolve the customer's needs with an understanding of process and collaboration with fellow departments

Preferred Qualifications

• Excellent customer experience and soft skills (empathy, acknowledgment, and de-escalation)
• Verbal and communication skills
• Organize and plan work
• Copes well with changing situations
• Analyze situations and problems, negotiate solutions with customers
• Manage multiple tasks and utilize various systems to resolve customer issues on the call

Benefits

• Work from Home
• English Academy for Employees and Relative
• Business Skills Coach – Certifications
• Discounts with Tech Universities
• Events and additional Perks