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San Rafael

    Junior Customer Service Specialist - San Rafael de Escazú, Costa Rica - Swarovski

    Swarovski
    Swarovski San Rafael de Escazú, Costa Rica

    hace 4 días

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    De jornada completa
    Descripción

    Job Responsibilities:

  • Deliver high quality and consistent service to secure customer satisfaction during interactions via phone, email or chat.
  • Resolve standard queries and complaints by understanding the customer's needs, identifying the cause, selecting, and explaining the best solution, escalating, correcting or adjusting as required and following up to ensure full resolution.
  • Advise customers on product information including size, color, stock availability and care, as well as available promotions.
  • Assist with all online order information requests, including placement and cancellations of online orders, as well as refunds and exchanges.
  • Follow communication procedures, guidelines and policies using communication templates where necessary and appropriate.
  • Typical workload per day might consist of 20 calls, 20 cases plus 10 chats in average during non peak months.

    • Job requirements:

  • Minimum 1 year of work experience in a customer-facing role in multinational contact centers doing inbound and outbound customer service.
  • Proven experience in handling multiple communication channels at the same time (email/chat OR phones/email)
  • Comfortable using: Outlook, Microsoft Teams platform, Word, Skype for Business, basic knowledge of excel or similar systems.
  • Knowledge of Online business preferred.
  • Ability to use different systems while assisting a customer.
  • Fluent in English speaking and writing C1 of European Framework.
  • Fast learner and understanding of systems and processes.
  • Ability to handle complaints and conflicts skills to deliver solutions which might not be preferred by the customer.
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