Customer Care Specialist - Santa Ana, Costa Rica - Nitel

Nitel

Empresa verificada

Santa Ana, Costa Rica

hace 1 semana

Publicado por:

Andrea Rodríguez

beBee Recruiter

Descripción

The Role
You work side by side with our Sales team, who are the first contact with our partners. You provide a knowledge-based quotes and experience to give the best solutions. You are also in charge of procuring contracts and establishing lasting communications and relationships with our partners.

What You'll Do

Interface with customers; coordinate upgrades, renewals, cross sell, and upsell.
Open customer trouble tickets (logging customer disputes or requests accurately and completely) on all networkreported activities.
Listen carefully to understand customer needs and expectations on every call to ensure an exceptional customer experience.
Respond to requests, inquiries, or escalations in a timely manner, leveraging internal resources, processes, and protocols.
Submit orders, create contracts, and manage quoting tools.
Construct customerspecific carrier services approval workflows according to customer preferences and best practices.
Maintain positive relationships with customers/agents by identifying their needs.
Follow up with customers, sale agents, and carriers to confirm if requests are fulfilled per contract requirements.
Oversee and coordinate order fulfillment for all service providers' new orders and moves, adds, changes, or disconnections (MACD).
Collaborate with customers and vendors to ensure the smooth workflow processes, address users' needs and requirements, and facilitate changes if needed.
Maintain knowledge of and follow industry standards and best practices.
Strive to exceed monthly quotas.

What You'll Bring to Succeed

Required Qualifications

High school diploma or its equivalent
Advanced English level (written and spoken)
Minimum of 1 year of customer service, customer support, and/or sales experience
Confidence in working independently while able to escalate items you are unsure about
Ability to handle various tasks simultaneously and ability to organize, prioritize, and work efficiently and effectively under pressure and deadlines
Ability to work in multiple data systems at the same time
Critical Thinking (analyzing, evaluating, and problemsolving)
Self-Starter (proactive, able to work with mínimal supervision)
Adaptability
Time Management (define tasks, to do, prioritize and achieve)
Interpersonal Communication
Teamwork

Preferred Qualifications