Careers at Movate – Costa Rica

Job title: Customer Care Specialist
Location: Ultra Park I, La Aurora, Heredia, Costa Rica
Experience: More than 1 year of Call Center experience
Education Qualification: High School Completion
No of Openings: 200+ openings

Roles and Responsibilities:

• Leverage your project product knowledge and customer service skills to answer incoming calls, chats, and/or casework from Customers.
• Deliver a top-tier customer experience through creative problem-solving and consistent probing to craft accurate & timely outcomes for Customers.
• Conduct procedures to escalate and coordinate the customer response in accordance with the project values.
• Expand your knowledge of the project’s hardware and software weekly through professional development time, trainings, knowledgebase articles, and the experience gained from performing the role.

Required Skills & Desired Skills     

• Proficiency in English Level >B2+
• 1+ years of experience responsible for customer satisfaction and championing the customer experience.
• Success in operating independently and navigating competing priorities in a constantly changing. Environment.
• Proven track record of success navigating and troubleshooting technical tools, for instance, an Apple laptop and Android-based software.
• Strong communication, organizational, and influencing skills.
• Candidates must be willing to work in an onsite setting.

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Job title: Trilingual Player Support (German+English+Spanish)

Work Location: TerraCampus, Tres Rios

Qualification: High School Diploma

Experience: Minimum 1 years of relevant experience

No of openings: 2

Roles and Responsibilities:

• Clarify player requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
• Review attentively to player needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
• Greet players in a courteous, friendly, and professional manner, using agreed-upon procedures.
• Answer player questions related to websites, products, processes, and benefits.
• Maintain broad knowledge of client products and/or services.
• Manage chat, emails, and messenger effectively with proper grammar and enunciation.
• Process refunds as needed.

Required Skills:

• Proficiency in German Level >B2+                                                                                                                  
• Proficiency in English Level >B2+                                                                                                                  
• Gaming experience is mandatory
• De-escalate issues as necessary
• Understand player needs (read attentively, respond appropriately)
• Problem-solving
• Patience and willingness to help
• Strong customer service orientation and disposition
• Ability to work in multiple technical mediums simultaneously while remaining attentive to the player and their concern
• Multi-task

• Attention to detail
• Empathy
• Critical thinking
• Speed to solution

Job title: Trilingual Technical Support (French+English+Spanish)

Work Location: TerraCampus, Tres Rios

Qualification: High School Diploma

Experience: Minimum 1 years of relevant experience

No of openings: 2

Roles and Responsibilities:

• Resolve technical issues related to the project platform and different products.
• Complete detailed tickets and reports of the technical assistance provided, steps taken, and resolution of cases.
• Report to the assigned team lead.
• Maintain a good work ethic, as well as be transparent all the time.
• Provide outstanding customer service to our partners.

Required Skills:

• Proficiency in French Level >B2+                                                                                                                  
• Proficiency in English Level >B2+                                                                                                                  
• Basic computing and hardware knowledge and internet software.
• Basic networking knowledge. (Preferred).
• Customer Service and call center experience. (Preferred).
• Level 1 technical support experience (Preferred, at least one year).
• Sills to work in teams.

Job title: Technical Support Agent
Work Location: Hybrid – UltraPark I, La Aurora, Heredia.
Experience: Customer Service experience.
Education Qualification: High School Diploma. Technical knowledge.

Roles and Responsibilities:

• Identify Customer issues
• Provide solutions by the proper troubleshooting steps.
• Provide courteous and professional customer service.
• Diagnosing and solving hardware and software faults.
• Provide timely and accurate information to the customer and place summary of conversation into system

Required Skills & Desired Skills

• Proficiency English Level >B2+
• Three to six months of relevant experience is preferred.
• Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs.
• Basic computer navigation skills and PC Knowledge.
• Demonstrate strong probing and problem-solving skills.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Ability to provide step-by-step technical help, both written and verbal.
• Previous experience in tech support.

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Job title: Customer Support Executive – Retail (Bilingual)
Work Location: UltraLag, Lagunilla Heredia
Date: 18th November 2023
Time: 9.00 AM to 4.00 PM
Education Qualification: High School Diploma
Experience: Minimum 6 Months
No of openings: 102

Roles and Responsibilities:

• 20%- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up. Documents details of customer interaction into system.
• 20%- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences
• 20%- Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled
• 10%- Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier
• 20%- Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.
• 10%- Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases

Required Skills:

• Proficiency English Level >B2+                                                                                                                  
• Active listening
• Attention to detail
• Empathy
• Critical thinking
• Speed to solution