Senior Customer Service Representative

About the role

We are looking for a Senior Customer Service Representative to join our Shared Service Center in Costa Rica. In this role you will be the primary point of contact for both internal and external customers, handling invoicing, order management, quotations, and master data with a focus on accuracy and speed.

Key responsibilities

• Provide exceptional service to external customers and internal stakeholders across invoicing, administration, order management, quotations, and master data.
• Manage complex requests, escalations, and follow‑up activities while adhering to division guidelines.
• Liaise with sales, distribution, finance and other partner functions to resolve issues promptly.
• Maintain high data accuracy using CRM and ERP systems and generate daily service reports.
• Meet daily, weekly and monthly KPI targets and contribute to efficiency initiatives.
• Support cross‑training and assist other customer service teams during peak periods.
• Develop and deliver training materials for new hires.

Required profile

• 2‑3 years of customer service experience in an SSC, multinational or office environment.
• Strong attention to detail, problem‑solving ability and capacity to multitask under tight deadlines.
• Excellent written and verbal communication, with a proactive, can‑do attitude.
• Self‑motivated team player who can work independently on routine tasks and system issues.

Required skills

• Proficiency with Customer Relationship Management (CRM) systems.
• Experience using Microsoft Office applications.
• Familiarity with ERP systems (preferred but not essential).