Retail Agent (Bilingual)

Job Category :

Costa Rica
Posted 2 weeks ago

Job title: Retail Agent (Bilingual)
Work Location: UltraLag, Lagunilla Heredia
Education Qualification: High School Diploma
Experience: Minimum 3 Months
No of openings: 100+

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

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Job LevelFresher / Entry Level

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