Customer Service Representative

About the role

We are a premium specialty food company with authentic Italian brands distributed across North America. We are looking for a proactive Customer Service Representative to join our team on a hybrid basis in Costa Rica, acting as the frontline of the customer experience for retail buyers, food‑service partners, and direct‑to‑consumer customers.

Key responsibilities

• Respond to customer inquiries via online portal and phone, supporting retail, food‑service, and direct‑to‑consumer segments.
• Process refunds, credits, and returns in line with company policies.
• Handle complaints professionally, making decisions within established guidelines.
• Maintain accurate records of all interactions in the CRM or ticketing system.
• Coordinate with sales, logistics, and finance teams to resolve order, shipping, and billing issues.
• Escalate complex cases while retaining ownership until resolution.
• Identify recurring issues, report trends to management, and support basic reporting and spreadsheet tracking.

Required profile

• Valid passport and visa for travel to the United States for in‑person training.
• Minimum 3 years of experience in customer service, call centre, or support roles.
• Strong English proficiency (spoken and written) with experience handling professional phone calls.
• Ability to work independently and manage multiple open cases simultaneously.
• Excellent communication, problem‑solving, and attention‑to‑detail skills.

Required skills

• Experience with CRM or ticketing systems (e.g., Zendesk, Salesforce, HubSpot).
• Basic data‑interpretation and reporting abilities.