Customer Support Associate - Santa Ana, Costa Rica - Convera

Convera

Empresa verificada

Santa Ana, Costa Rica

hace 2 días

Publicado por:

Andrea Rodríguez

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Responsibilities:

Responsible for the delivery of outstanding customer service & quality in accordance with Service Level Agreements.
To provide first line of contact for customers, responding to postpayment queries, targeting realtime resolution in continuous improvement and service excellence.
Demonstrate high levels of motivation and target focused, able to work under pressure whilst holding customer satisfaction as paramount.
Effective communication skills are crucial. Additionally, the role requires a strong desire to take ownership and assist team members to drive the team's overall performance.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
Update cases and clients regularly, in accordance with agreed SLAs.
Act as bridge between Sales, Client and Operations

Leadership:

Proactively manage and control work levels, using daily reporting to ensure SLAs are met
Undertake training for new starters along with team over views for new starters around the business

Communication:

Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
Offer support and advice to internal and external clients, responding to queries within agreed SLA.
Engage a senior agent with any challenges or barriers

Quality:

Being proactive and responsible for client queries.
Maintain and develop best practice as well as sharing best practice across the teams.
Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
Adhere to compliance and regulatory requirements
Achieve 95% or above on QA for customer contacts
Build knowledge of the relevant payment platform to enable comprehensive response to queries

Development:

Take ownership of and undertake objectives
Complete all assigned training within allocated timeframe
Implement and carry out GPS goals
Take ownership alongside team leader of personal development areas
Identify any areas of shortfall in knowledge or training which when addressed will improve the ability to provide exceptional customer service
Work with team lead to develop skills to work at a senior agent level

Reporting:

Utilize SFDC reporting to ensure 2day updates on cases outside the team.
Provide standard or bespoke reporting to Internal Stakeholders, Clients and Agents on both an adhoc basis and more regularly where agreed.

Escalation:

Take personal responsibility for preventing potential financial loss to WUBS and ensure the correct escalation process is always followed.
Customer issues and complaints are fed back to the Client Services Sr. staff with suggestions of how processes could be improved to prevent issues reoccurring.
Concerns should be highlighted to Sr. staff immediately to minimize any retention risks.
Fraudulent Payments identified must be escalated to the Client Services Team Leader.

EXPERIENCE REQUIREMENTS:

Experience of a busy team in a clientfacing function within the financial services sector
A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture.
Ability to lead by example and deliver service excellence to customers.
Maintain and exceed targets and meet tight deadlines.
Able to identify own development areas and training needs.
Excellent communication and listening skills with the ability to network and build. internal/external relationships at all levels.
Build and maintain supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business.
Ability to influence others to a desired outcome.
Highly driven, with strong desire to succeed.
Analytical capacity and innovative problemsolving skills.
High degree of professionalism, with a confident, assertive style.
Desire to exceed personal and team targets.
Team player.
Effective time management skills.
Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet.